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Revolutionizing Patient Experience: CX Innovations in US Healthcare

In the ever-evolving world of healthcare, patient experience has become a top priority for providers. With the rise of consumerism in healthcare, patients demand a more personalized and seamless experience. 

PWC’s latest Healthcare report highlights how trust and loyalty are essential in repeated patient engagement. Patients who have had a bad experience once are usually discouraged from seeking out care – creating a barrier.

To meet these demands, healthcare organizations are turning to innovative solutions to revolutionize the patient experience. While the healthcare CX trends in the USA continue to evolve rapidly, here are three CX innovations that are making a significant impact.

Virtual Care

Virtual care

Virtual care, also known as telehealth, has been gaining popularity recently. This technology allows patients to connect with their healthcare providers remotely, eliminating the need for in-person visits. 

With virtual care, patients can receive consultations, follow-up appointments, and even urgent care services from the comfort of their own homes. This not only improves convenience for patient but also reduces wait times and increases access to care. Virtual care has become especially crucial during the COVID-19 pandemic, as it allows patients to receive care while minimizing the risk of exposure.

Through video consultations, Stanford Health Care’s Virtual Urgent Care tackles non-emergencies like allergies and minor injuries. Launched in 2020, it offers convenient care from home, reducing ER visits and wait times. With thousands of patients served and high satisfaction rates, it showcases the potential of virtual care to increase access, improve efficiency, and lower costs in the US healthcare sector.

In India, Mantra Labs has helped one of the largest private healthcare services provider, Manipal Hospitals, develop and deploy its patient engagement application. With its extensive virtual care features, it has helped boost user engagement. You can read a detailed case study about it here. 

Patient Experience Representatives

Patient experience representatives, also known as patient advocates, are becoming a common role in healthcare organizations. These individuals are dedicated to improving the overall experience for patients by addressing any concerns or issues they may have. 

They act as a liaison between patients and healthcare providers, ensuring that patients feel heard and valued. Patient experience representatives also play a crucial role in collecting feedback and data to identify areas for improvement in the patient experience. 

By having a designated representative focused on patient experience, healthcare organizations can better understand and meet the needs of their patients.

Cleveland Clinic needed to meet patient expectations. Unclear discharge instructions and long waits led to dipping satisfaction scores. Undeterred, they partnered with consultants to champion empathy and design thinking. 

Patients, doctors, and nurses co-created solutions, resulting in crystal-clear discharge summaries, real-time appointment updates, and staff training in patient-centric communication. The impact? Soaring satisfaction scores and a more engaged workforce. 

This is just one example of how patient experience consulting can revolutionize healthcare in 2024. 

Patient Experience Consulting

Patient experience consulting

As the demand for a better patient experience continues to grow, many healthcare organizations are turning to patient experience consulting firms for guidance. These firms specialize in analyzing and improving the patient experience, using data and insights to identify areas for improvement. By working with these firms, healthcare organizations can gain valuable insights and expertise to drive meaningful change in the patient experience.

With the rise of generative AI, conversational chatbots integrated into doctor or patient apps have proved immensely helpful in analyzing patient symptoms and providing answers to common queries. 

The Future of Patient Experience

As technology advances and consumer expectations rise, the patient experience will only become more important in the healthcare industry. Providers must continue to innovate and adapt to meet the evolving needs of their patients. 

While there may be challenges such as data privacy concerns and ensuring equitable access to technology for all, with collaboration, innovation, and a focus on human-centered design, the future of US healthcare promises to be one where patients are truly in control, empowered to chart their own course towards a healthier, happier life.

This may include implementing new technologies, creating dedicated roles for patient experience, and seeking guidance from patient experience consulting firms. By prioritizing the patient experience, healthcare organizations can not only improve patient satisfaction but also drive better health outcomes and build stronger relationships with their patients.

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Lake, Lakehouse, or Warehouse? Picking the Perfect Data Playground

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In 1997, the world watched in awe as IBM’s Deep Blue, a machine designed to play chess, defeated world champion Garry Kasparov. This moment wasn’t just a milestone for technology; it was a profound demonstration of data’s potential. Deep Blue analyzed millions of structured moves to anticipate outcomes. But imagine if it had access to unstructured data—Kasparov’s interviews, emotions, and instinctive reactions. Would the game have unfolded differently?

This historic clash mirrors today’s challenge in data architectures: leveraging structured, unstructured, and hybrid data systems to stay ahead. Let’s explore the nuances between Data Warehouses, Data Lakes, and Data Lakehouses—and uncover how they empower organizations to make game-changing decisions.

Deep Blue’s triumph was rooted in its ability to process structured data—moves on the chessboard, sequences of play, and pre-defined rules. Similarly, in the business world, structured data forms the backbone of decision-making. Customer transaction histories, financial ledgers, and inventory records are the “chess moves” of enterprises, neatly organized into rows and columns, ready for analysis. But as businesses grew, so did their need for a system that could not only store this structured data but also transform it into actionable insights efficiently. This need birthed the data warehouse.

Why was Data Warehouse the Best Move on the Board?

Data warehouses act as the strategic command centers for enterprises. By employing a schema-on-write approach, they ensure data is cleaned, validated, and formatted before storage. This guarantees high accuracy and consistency, making them indispensable for industries like finance and healthcare. For instance, global banks rely on data warehouses to calculate real-time risk assessments or detect fraud—a necessity when billions of transactions are processed daily, tools like Amazon Redshift, Snowflake Data Warehouse, and Azure Data Warehouse are vital. Similarly, hospitals use them to streamline patient care by integrating records, billing, and treatment plans into unified dashboards.

The impact is evident: according to a report by Global Market Insights, the global data warehouse market is projected to reach $30.4 billion by 2025, driven by the growing demand for business intelligence and real-time analytics. Yet, much like Deep Blue’s limitations in analyzing Kasparov’s emotional state, data warehouses face challenges when encountering data that doesn’t fit neatly into predefined schemas.

The question remains—what happens when businesses need to explore data outside these structured confines? The next evolution takes us to the flexible and expansive realm of data lakes, designed to embrace unstructured chaos.

The True Depth of Data Lakes 

While structured data lays the foundation for traditional analytics, the modern business environment is far more complex, organizations today recognize the untapped potential in unstructured and semi-structured data. Social media conversations, customer reviews, IoT sensor feeds, audio recordings, and video content—these are the modern equivalents of Kasparov’s instinctive reactions and emotional expressions. They hold valuable insights but exist in forms that defy the rigid schemas of data warehouses.

Data lake is the system designed to embrace this chaos. Unlike warehouses, which demand structure upfront, data lakes operate on a schema-on-read approach, storing raw data in its native format until it’s needed for analysis. This flexibility makes data lakes ideal for capturing unstructured and semi-structured information. For example, Netflix uses data lakes to ingest billions of daily streaming logs, combining semi-structured metadata with unstructured viewing behaviors to deliver hyper-personalized recommendations. Similarly, Tesla stores vast amounts of raw sensor data from its autonomous vehicles in data lakes to train machine learning models.

However, this openness comes with challenges. Without proper governance, data lakes risk devolving into “data swamps,” where valuable insights are buried under poorly cataloged, duplicated, or irrelevant information. Forrester analysts estimate that 60%-73% of enterprise data goes unused for analytics, highlighting the governance gap in traditional lake implementations.

Is the Data Lakehouse the Best of Both Worlds?

This gap gave rise to the data lakehouse, a hybrid approach that marries the flexibility of data lakes with the structure and governance of warehouses. The lakehouse supports both structured and unstructured data, enabling real-time querying for business intelligence (BI) while also accommodating AI/ML workloads. Tools like Databricks Lakehouse and Snowflake Lakehouse integrate features like ACID transactions and unified metadata layers, ensuring data remains clean, compliant, and accessible.

Retailers, for instance, use lakehouses to analyze customer behavior in real time while simultaneously training AI models for predictive recommendations. Streaming services like Disney+ integrate structured subscriber data with unstructured viewing habits, enhancing personalization and engagement. In manufacturing, lakehouses process vast IoT sensor data alongside operational records, predicting maintenance needs and reducing downtime. According to a report by Databricks, organizations implementing lakehouse architectures have achieved up to 40% cost reductions and accelerated insights, proving their value as a future-ready data solution.

As businesses navigate this evolving data ecosystem, the choice between these architectures depends on their unique needs. Below is a comparison table highlighting the key attributes of data warehouses, data lakes, and data lakehouses:

FeatureData WarehouseData LakeData Lakehouse
Data TypeStructuredStructured, Semi-Structured, UnstructuredBoth
Schema ApproachSchema-on-WriteSchema-on-ReadBoth
Query PerformanceOptimized for BISlower; requires specialized toolsHigh performance for both BI and AI
AccessibilityEasy for analysts with SQL toolsRequires technical expertiseAccessible to both analysts and data scientists
Cost EfficiencyHighLowModerate
ScalabilityLimitedHighHigh
GovernanceStrongWeakStrong
Use CasesBI, ComplianceAI/ML, Data ExplorationReal-Time Analytics, Unified Workloads
Best Fit ForFinance, HealthcareMedia, IoT, ResearchRetail, E-commerce, Multi-Industry
Conclusion

The interplay between data warehouses, data lakes, and data lakehouses is a tale of adaptation and convergence. Just as IBM’s Deep Blue showcased the power of structured data but left questions about unstructured insights, businesses today must decide how to harness the vast potential of their data. From tools like Azure Data Lake, Amazon Redshift, and Snowflake Data Warehouse to advanced platforms like Databricks Lakehouse, the possibilities are limitless.

Ultimately, the path forward depends on an organization’s specific goals—whether optimizing BI, exploring AI/ML, or achieving unified analytics. The synergy of data engineering, data analytics, and database activity monitoring ensures that insights are not just generated but are actionable. To accelerate AI transformation journeys for evolving organizations, leveraging cutting-edge platforms like Snowflake combined with deep expertise is crucial.

At Mantra Labs, we specialize in crafting tailored data science and engineering solutions that empower businesses to achieve their analytics goals. Our experience with platforms like Snowflake and our deep domain expertise makes us the ideal partner for driving data-driven innovation and unlocking the next wave of growth for your enterprise.

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