In this article we explain what this magic word, digitalisation, means when we speak about wellbeing services and preventive healthcare.
Let’s start with digitalisation on a general level. Usually digitalisation means that we are using computers and software one way or another. Why this is done is actually pretty straightforward. You have no other choice. It’s where the world is heading whether you like it or not.
The goal of digitalisation is to improve something. We might want to improve quality, minimise costs, improve efficiency, provide easy access, improve communication and so on.
Before we dive deeper into digitalisation, let us first take a look at how wellbeing services without any digital platform might look.
Typically in a non-digital wellbeing service, the customer gets a printable program, tasks or exercises, which they are supposed to follow. This can be considered as self-service. Non-digital wellbeing services can also be instructor-led, either individual or group sessions.
Common for all non-digital wellbeing services is that there is no trace or history of what has happened, and usually very limited feedback.
So, what happens when we start to incorporate digitalisation, in this case by using a software platform to delivering self-service or instructor-led services?
Well, first of all in a well-designed platform, the service content like programs, exercises, tasks, meals, messages, questionaries etc. should be easy to modify and re-use. This means better efficiency, we get more done with less work.
In our experience, one instructor can remotely serve more than 100 clients.
The key benefit is however, that digitalisation allows tracing and recording of what has happened during the service, historical data.
With data, a well-designed platform can provide useful information for the instructor about what’s going on, as well as provide feedback and indicate the need for intervention.
The instructor can also look at historical data and figure out what in the service worked well and what didn’t. This will undoubtedly lead to a better service quality and customer satisfaction.
From the data we can also check if something can be automated in the service. Automation means better efficiency.
It’s important to mention that the instructor should not draw conclusions based on historical data alone, but also ask feedback from everyone involved. Preferably in every stage of the service. This can easily be done with a digital platform.
When putting these two things together, historical data and feedback, that’s when the real magic happens. We can compare what we delivered and what was expected by the customers, and modify our program based on feedback.
In this article we opened up what digitalisation means and what the available data enables us to do. In coming articles we’ll introduce good practices when designing and implementing digital wellbeing for preventive healthcare services.
And yes, the magic word digitalisation is now defined in our context. It means that we have access to data!
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