Most healthcare institutions have adopted the third wave of IT, which has allowed them to digitize their enterprise – including channels, processes and care-coordination initiatives. Having said that, most of them are still struggling to address patients’ challenges like burgeoning costs, inadequate access to healthcare services, and poor care quality. On the one hand you have digital-savvy customers who demand access to cutting-edge solutions and services, and on the other, you have patients who cannot afford even the most basic healthcare services. The task is cut out for healthcare institutions – providers have to modernize and refresh their IT infrastructure, and at the same time, ensure that they leverage digital technologies to make healthcare affordable to all.
Participating in social media is not just an option any more. The real test of social media engagement now lies in whether we have the ability to sustain it and ensure scalability. While enterprises across industries are fast adopting the channel, the Indian healthcare industry is still grappling to get a foot in the door. There is a pertinent need for the healthcare industry to identify and capitalize on opportunities presented due to customers’ affinity to this platform.