13 July 2022 | Views | By Preetpal Singh, Senior Vice President - Intelligent Automation, Persistent Systems
Enterprises can derive maximum business benefits by integrating digital technologies
Over the past few decades, the healthcare and pharmaceutical sector has come a long way in terms of embracing technologies, becoming smarter and more automated. However, this space is still challenged with disjointed processes and workflows, inaccuracy in traceability, complex validation processes leading to delayed drug releases, and poor engagement between patient and provider. While patient expectations in healthcare are dynamic, they tend to point in one direction: the desire for a higher degree of speed, service, quality, and value. How can payers (insurers) and providers (hospitals) from the industry meet their customers and patients’ wishes and ensure their loyalty? This is where technology yields magic, and automation is the key.
Enterprises can derive maximum business benefits by integrating digital technologies such as Business Process Management (BPM), and Robotic Process Automation (RPA), developed with low-code. Using AI/ML-based technologies such as Natural Language Processing (NLP), Optical Character Recognition (OCR), and conversational AI can transform and improve the functional operations of payers and providers leading to greater patient and customer satisfaction and care, significantly lower costs, improve performance, productivity, and responsiveness.
What role is Intelligent Business Automation (IBA) playing?
The modern healthcare and pharma industry tech stack can include everything from Optical Character Recognition (OCR) that interprets text on scanned files to more ambitious Robotic Process Automation (RPA) services. Forward-thinking healthcare payers and providers can automate nearly every step of their processes. However, this transformation process can be overwhelming. To put the role of IBA into perspective, some avenues and use cases that IBA can truly transform include:
AI & ML is empowering pharma
Artificial intelligence (AI) is a simulation of human intelligence in machines programmed to think like humans and mimic their actions. The actions could include simplifying time-intensive data entry activities, driving precision of business rules and models, enabling intelligent decision making, and optimizing routine processes and tasks.
Right now, AI/ML algorithms and tools are at work and empowering the pharma companies in rapidly identifying and automating business processes like:
How to enhance consumerisation?
What I call the Digital Front Door in healthcare and clinical trials is one of the high impact applications of IBA. It provides a consistent experience across channels for patients, care providers for all phases of patient interaction and care delivery. Automation technologies can also be applied to develop solutions across the entire pharma value chain from drug discovery to distribution. IA is a better way to manage compliance, supply chains, clinical trials, and operational excellence efficiently and with new levels of insights and collaboration.
Such intervention of automation enhances experience of the payers, patients, and providers, resulting in a cyclic effect – improved experience leads to higher expectations which in-turn fuels consumerization.
What does the future of pharma in India look like?
Healthcare and Pharma have emerged as one of India’s largest sectors, both from a revenue and employment point of view. At the same time, as per some report Indian pharma industry has grown 10X in the last two decades driven by its strength in the global generics space. In the last two years, the pandemic has also highlighted the need to prioritize healthcare and pharma sectors. It revealed the potential of remote care and digital technologies in transforming healthcare of the future in India where the infrastructure is highly burdened and stretched.
I foresee the beginning of promising times in the healthcare/pharma industry of India, where the patient is at the center stage. To achieve success and transform the future, it is essential to understand and ensure a sustained convergence of client and patient needs with technologies within the healthcare and pharma ecosystem.
Preetpal Singh, Senior Vice President - Intelligent Automation, Persistent Systems