The disruptive shift from in-person health and social care during the COVID-19 pandemic has catapulted the rapid adoption and implementation of new models of delivery. Here we provide insights into the opportunities and considerations for implementing an omnichannel approach.
What is omnichannel care?
Omnichannel is the provision of health and social services across multiple channels. It encompasses kanohi ke te kanohi (face to face), secure messaging on web, text, chat and email, as well as video and phone consultations, self management tools and access to information, such as test results. Enabling this are the back end systems and digital tools that allow the coordination and consistency of information, which provide health consumers with a fluid, seamless experience across the continuum of care.
Omnichannel health care is a consumer-centric approach that is associated with improved engagement and participation in health care, and enhanced consumer satisfaction and experience of services. Benefits are realised as consumers are empowered to be experts in their own care, determining how and when they interact with providers, using their preferred channels.
Benefits of an Omnichannel approach
Improved sustainability through a reduction in the use of resources:
A unified and consistent approach to care, reducing unnecessary variability in care and information
Opportunity to learn from other industries that have successfully implemented an omnichannel approach, such as retail
Upscaling potential for industry sectors to leverage more remote or underutilised workforces by enhanced connectivity, with an increased potential to access global resources and specialists
Alignment of in-person and digital tools and systems
Reduced potential cross-infection risk from communicable diseases such as COVID-19 and influenza, with fewer in-person health appointments
Promotion of a partnership model with health consumers and their whānau, with their needs truly at the centre Improvements to patient satisfaction, with an anticipated correlating improvement in people’s reported measures and outcomes (PREMs and PROMs)
Real time data analytics to iterate and inform system efficiencies, policy, planning and insights
Health promotion and activation, improving wellbeing through integrated education and self management tools
Addressing inequity across the health system through the provision of multiple channels to meet the access and communication preferences of consumers and their whānau
PwC has significant expertise and can confidently assist those planning an omnichannel approach. The benefits of omnichannel provision of health and social services offers substantial benefits for consumers and, as we move towards more care provision in the community, it is time to think differently and reimagine hauora for New Zealanders.
About us
Our Data & Digital team brings trusted expertise to provide best practice solutions, service design, operating models and stakeholder engagement. We work with Government agencies, PHOs, public and private hospitals and providers, social sector agencies, Māori and Pacific health organisations, and industry providers.
