e-Channel Strategy
Docslogic's e-Channel Strategy Framework helps our customers to consider and evaluate the most innovative engagement strategies and interaction approaches, across all of their key stakeholder groups.
Engaging Consumers and the General Public
Accessing and exchanging health information
- Consumers are using electronic channels to stay informed on a wide array of health related issues, but privacy concerns are limiting the adoption of truly innovative channels
- Companies should consider whether they can move beyond the “gimmicks” and support the move towards the “expert patient” by providing an interactive online diagnostic
- Consumer interest in electronically supported compliance tools is still limited, but this is in part due to the fact that there is no integrated strategy across the environment to increase compliance
- Companies should further invest in e-compliance tools as a way to build a direct relationship with customers, improving treatment outcomes and driving brand loyalty
- There are currently limited examples of how innovative channels can support long-term disease management, but consumer interest exists
- Companies need to investigate how the use of e-channels can be built into disease management programs, as a means to support product differentiation
- means to support product differentiation
Promoting and educating
- Physicians are using electronic channels to access information about treatment options, and penetration of wireless mobile devices is at over 50%
- Companies should investigate the potential benefits of supporting prescriber real-time access to educational material at the point of care, where the prescription decision is made
- New technology enables a range of ways in which the delivery of health services can be facilitated, such as e-prescribing, online physician websites and remote medical record access
- Companies should explore how small-scale practical initiatives could be supported, improving relationships with the local medical community
- The wide adoption and decreasing cost of new technology is generating a host of new applications for the remote diagnosis and treatment of illness
- Companies should explore how they can shape the future of telemedicine in the UK, in particular the services that could be provided by bundling remote monitoring with a drug therapy
Informing
- Multimedia content and interactive tools are being used to support corporate communication, including dealing head-on with some of the problematic issues faced by companies
- Companies should look at using new technologies to communicate directly on public concerns, such as perceived over-pricing, influence over healthcare professionals, patent extensions
- The wider public is increasingly participating in electronic interaction through the generalisation of forums and blogs
- Companies should consider leveraging the media forums to increase the level of debate and learning it can gather as a result
- Online collaboration communities are extending beyond academia and research to cover a wide variety of areas
- Companies should consider the option of launching or supporting an existing collaboration community on the topic of implementing IT improvements
The resulting set of proritised e-Services indentified through the strategic development process can then be brought together and made available to customers and staff through an integrated e-channel architecture
