GPs target digital solutions to enhance the patient experience

Alongside funding to improve broader access to general practice care, the recent Federal Budget shone a light on digital health.
 
That included investing nearly a billion dollars over the next four years to improve digital health infrastructure and integration and modernise My Heath Record.
 
The Department of Health and Aged Care describes these measures as improving ‘digital systems to build a more efficient, connected and collaborative healthcare system’. For general practices, this should support digitisation efforts already well underway.
 
CommBank’s latest GP Insights report*  shows that most practices expect to lift their investment in technology with similar goals to that envisaged in the Federal Budget.
 
A better-connected patient journey, improvements to access and convenience, and operational efficiencies are just some of the benefits practices are targeting.
 
These anticipated practice-led enhancements to the patient and staff experience will build on higher-than-expected levels of investment in recent years that have helped embed core digital capabilities across the sector.
 
Building on the digitisation of general practice
Today, among the most widely adopted technologies and digital communications tools are SMS and email reminders, payments and claiming solutions that integrate with a practice management system and practice website booking options.
 
This aligns with patient preferences as they seek convenient and flexible interactions with the practice. In fact, the GP Insights research reveals that around eight in 10 patients say online options for booking and managing their appointments improve their overall experience. 
 
CommBank Health CEO Albert Naffah welcomed the Federal Budget digital health package, noting that practices’ adoption of digital solutions can be maximised with the right system-wide digital health infrastructure and support. 
 
‘For some time, general practices have been proactively adopting technologies that make it easier for patients to see a GP, boost workplace productivity and reduce administration for practitioners and staff,’ he said.
 
‘While the vast majority of Australians are satisfied with the quality of care they receive, patients are beginning to notice the flow-on effects of doctor shortages. With process efficiency and the patient experience in sharper focus, many practices are turning to digital solutions such as CommBank Smart Health.
 
‘We applaud the Commonwealth Government’s efforts to secure the viability of the Australian healthcare system by investing in digital solutions that not only deliver a more seamless patient and provider experience, but have the potential to also prevent fraud and uplift the integrity of the system.’
 
Emerging areas of technology investment
The GP Insights Report shows that the fastest-growing areas of digital investment also centre on patient convenience, efficiency and patient care.
 
Digital check-ins for patients when entering the practice are most earmarked for investment, with 27% of practices planning to introduce it within two years.
 
This is followed by around one in four GPs expecting to use remote devices to monitor patient health and smart devices during consultations. Data to help practices monitor operational and financial performance was also on the agenda for 24% of practices.
 
Secure and effective data sharing was highlighted in the Federal Budget (p. 149) as an area of importance, including initiatives to upgrade My Health Record and renew the Intergovernmental Agreement on National Digital Health.
 
According to patients, most trust practices with their personal information and health records. In fact, it was the top-ranked area of patient satisfaction. Mr Naffah says maintaining this good standing will be crucial as the take-up of technology relies on cyber security vigilance.
 
‘Maintaining patient trust and ensuring that personal and business data is protected requires ongoing management of changing cyber security threats. That most general practices have cyber security systems and processes in place is encouraging,’ he said.
 
‘However, just one in five are planning to refresh systems and processes, which if left unchanged, could expose practices in a rapidly changing threat landscape.’
 
Smarter options to drive the experience
Mr Naffah says platforms such as CommBank Smart Health have been designed to address some of the challenges GPs are currently navigating. This includes streamlining the process for patients to find, book and pay for appointments, whilst reducing the workload and admin burden for managers.
 
‘We’re seeing data-driven capabilities as one of the fastest-growing areas,’ he said.
 
‘The ability to support a patient to take a more proactive or preventive approach to their health management, or a GP to consider certain assessments or treatments will undoubtedly drive better health outcomes.

‘Through live and planned integrations with practice management systems, Cubiko and Best Practice, CommBank Smart Health is now one of the most powerful insights tools out there. We’re receiving great feedback from practices using it to keep pace with financial and operational metrics driving their business.’
 
Read the full GP Insights Report to learn more about the top digital strategies practices plan to use to capture the opportunities and navigate challenges ahead.
 
*The report has been published for general information purposes only. As this information has been prepared without considering your objectives, financial situation or needs, you should, before acting on this information, consider its appropriateness to your circumstances, if necessary, seek professional advice. CommBank believes that the information in the report is correct and any opinions, conclusions or recommendations are reasonably held or made, based on the information available at the time of its compilation, but no representation or warranty, either expressed or implied, is made or provided as to accuracy, reliability or completeness of any statement made in the report. Any projections and forecasts are based on a number of assumptions and estimates and are subject to contingencies and uncertainties. Different assumptions and estimates could result in materially different results. The report refers to data sourced from an online survey of 204 decision-makers/influencers at GP practices that occurred during 16–30 October 2022 and 1020 patients that occurred during 11–18 October 2022. The survey was undertaken by ACA Research on behalf of the Commonwealth Bank. All analysis and views of future market conditions are solely those of the Commonwealth Bank. All material presented, unless specifically indicated otherwise, is under copyright to the Commonwealth Bank of Australia. This information may not be altered in any way, transmitted to, copied or distributed to any other party, without the prior written permission of the Commonwealth Bank of Australia.
 
To sign up to CommBank Smart Health today or for further information about how the solution can enhance your patients’ experience and save you time, visit the CommBank website or call CommBank Health on 1800 222 484.
 
About CommBank Health
CommBank Health is committed to supporting healthcare providers through our specialist health bankers, innovative solutions and data-led insights into trends moving practice performance. We strive to streamline banking and admin and help decision-makers thrive, leaving practices with more time to focus on what matters most.
 
Things you should know:
This article is intended to provide general information for CommBank Smart Health. It does not have regard to the financial situation or needs of any reader and must not be relied upon as financial product advice. You should consider seeking independent financial advice before making any decision based on this information.
 
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