How will smart services and the next wave of high-tech gadgets bring new safety nets to seniors and ill patients living on their own? What factors are necessary to support both professional practice and patient care to meet the challenges of advanced health care systems with anticipated outcomes? Both payers and providers are looking into transformational care models that can help engage with the patient in care settings outside of the traditional hospital. This blog will talk about the advantages of rolling out smart devices.

Patients now have the option of Long Term care facilities, Skilled Nursing Facilities, Outpatient Centers and even recovering at their own homes.  To meet the variety of care model demands, significant changes are happening with medical device companies. Patients can either lease their equipment or providing a pay-as-you-go models to use their devices. Because cost is always a factor, it is necessary to keep both maintenance and cost of ownership low while keeping customer satisfaction high. By rolling out smart services, medical device companies can meet both the financial and efficiency needs of their customers and their growing practices.

What constitutes “Smart Services”?

  • Devices enabled to self-diagnose, self-learn, and self-heal
  • Improved self-service and assisted trouble-shooting for customers and technicians
  • Services anticipate failures and proactively update patient devices
  • Highly skilled technicians to serve equipment and customers
  • Improved customer satisfaction and loyalty with reduced turn-around time via smart diagnosis, support and efficient operations
  • Improved topline and bottom line using streamlined, smart operations

To deliver smart services effectively, companies need to drive their devices to be “smart devices” as described above. Proper analysis of the “smart data,” will lead to actionable insights that help caregivers manage effective support plans remotely. The following is a list of steps that need to be in place to provide customers with smart services.

Steps to smart services

Smart devicesAs a first step, medical device companies should start making their devices “systems that do.” What I mean by this is to create devices that have:

  • Self-diagnostics features that will allow data collection and validation
  • An ability to monitor and track devices
  • The ability to assist in service management

The next step to rolling out Smart Services is to enable their devices to be “systems that think,” and this includes

  • Providing infrastructure to help with remote device management
  • Leveraging digital technology to help self-service management
  • Using data to request automation including incident and work order creation

Finally, they need to make their devices “systems that learn”

  • Have the ability to “self-heal”
  • Use machine learning to function optimally
  • Perform automated request resolution

Device manufacturers are introducing new product capabilities and features on a regular basis to meet the ever-changing needs of patients and healthcare providers. Offering smart services improves customer relationships and open up new business opportunities. With features like increased connectivity and remote monitoring, medical device companies can more easily maintain critical medical equipment, resulting in lower costs and higher 24/7 run-time reliability. And, with the advent of Internet of Things (IoT), companies can provide smart service solutions that proactively ‘listen’ to their devices and allow patients choose where they want to live.

There are many benefits to healing at home versus staying in a hospital. One is avoiding the risk of Hospital Acquired Infections, such as viruses, or bacterial or fungal infections, but the most important reason is that patients prefer to live in their own familiar environment. Providing smart services and making devices that do, learn and think will allow medical device companies to create products that put patients first.

What smart services do you think should be considered to deliver superior healthcare? Share with me your ideas. For more information on smart services, please download this article.

HIMSS17  – February 19-23, 2017 | Orlando

Cognizant is proud to be attending HIMSS17, the largest healthcare conference of the year. If you are planning to attend, stop by and meet our Cognizant’s Digital team at booth #3214.

Check out at Microsoft’s booth #2509, how we are working to help healthcare create a better experience with their patients with our Remote Patient Monitoring Solution.

Mehul Shah

Assoc. Director, Engineering Solutions at Cognizant Technology Solutions. Over 19 years of all-round experience with blend of technical, management and consulting skills.

  • Kannan Sreedhar

    The advantage of smart service solutions clearly is in the ability to keeps patients at home in their own familiar environment; however another big advantage of patients recovering in their home rather than being shipped to a hospital or recovery facility is the drain on the local economy, especially in secondary cities and rural environments further reducing access to quality care in these locations.