Maximising Efficiency and Productivity in Healthcare: The Role of Workflow Automation

There is a chronic shortage of Healthcare Workers in Australia, and the problem started long before COVID reared its ugly head.

For example, workforce planning projections in a 2014 report published by the federal Department of Health and Aged Care predicted a shortfall of 123,000 nurses by 2030, if current settings were to prevail. Although there were plans to close the gap with improved retention methods for student and early career nurses, and an assumption that economic growth would slow, COVID-19 has put increased pressure on the healthcare sector since then, leading to burnout and resignations among frontline workers.

Meanwhile, the healthcare industry in Australia is undergoing massive growth as a result of rapid technological advances, huge government and private investment in health infrastructure, an ageing population, and changing community expectations about the delivery of services. The Australian Government’s Labour Market Insights website states that Health Care and Social Assistance is Australia’s largest and fastest growing industry. It’s also its largest employer, with an increase of 163,400 workers (+8.6%) in the year to November 2022, but at the same time there are 62,700 unfilled vacancies in the sector.

Redesigning the healthcare ecosystem to make the best use of automation

The workforce challenges facing Australia’s healthcare industry mean that there is an urgent need to attract, train and retain more healthcare professionals, but also an obligation to ensure that their time is used where it delivers the greatest benefit – caring for patients, discovering new drugs and vaccines, and designing better treatments. An attainable solution is to automate processes which can be performed by AI (artificial intelligence) and RPA (robotic process automation) just as well as – and in some cases better than – humans.

Workflow automation can also help to address other workforce challenges in the healthcare industry, beyond the staffing shortfall.
Firstly, it can relieve highly-trained employees of tedious and mundane tasks which occupy so much of their time, contributing to stress and burnout instead of job satisfaction. Instead of assuming a “Machines are coming for my job” attitude, healthcare workers are more likely to welcome workflow automation with open arms. Employee retention rates will almost certainly improve where automation is adopted.
Secondly, it can reduce costs. Automating manually-intensive processes reduces the need to employ humans in unrewarding roles.
Finally, machines are far less prone to error than humans. Data can be recorded and in some cases analysed with less risk of omissions and inaccuracies as a result of tired, overburdened or stressed human operatives.

Clear-cut candidates for healthcare industry workflow automation

Healthcare organisations and medical practices in Australia have already travelled some way along the path of automating the following processes, although uptake is not universal and can be particularly patchy in localities which have most to gain, such as regional areas and districts with a high proportion of migrants for whom speaking or reading English is a challenge.

Administrative management of patients

Patient registration, appointment scheduling and check-in can all be managed using a combination of AI software, Natural Language Processing (NLP) and chatbots. Automated patient reminders and follow-up communication can help keep patients engaged and informed about their care, resulting in better outcomes. The need for intervention by a human workforce is minimised, waiting times are reduced and patient satisfaction is improved.

Electronic health records

Electronic health records are the digital version of a patient’s medical history and are a critical component of the healthcare industry. Most Australians are now familiar with their COVID-19 digital certificate (proof of COVID vaccinations) and many will have also accessed their more comprehensive immunisation history statement or My Health Record in their Medicare app or online account. This type of automated data capture and report generation can be extended to cover results from radiology, pathology and other specialists, prescriptions, potential and actually experienced side effects of medicines, and even data from wearable devices which monitor patients’ activity and health.

Billing

Automated billing can reduce the time spent by patients at the reception desk once their appointment or procedure with the clinician is completed. Errors can be reduced, payment by private payments can be expedited and transparency increased by providing more comprehensive information, thus reducing the number of billing-related inquiries.

Medical insurance claims processing and assessment

Although many medical practitioners and hospitals now offer automated insurance claims processing, the wide variety of healthcare insurance fund payment thresholds makes it more difficult for healthcare providers to give clients an accurate picture of their likely out-of-pocket expenses before an appointment or procedure takes place. A fully automated claims processing and assessment system would be able to apply the plethora of varying rules and give patients clarity about their particular fund’s payment before rather than after the event.

IT help desk

Hospitals and large medical practices already rely on complex computer systems with a large number of users. As a result they need to employ IT professionals whose time could be better spent on optimising existing processes, planning further digital strategies and keeping cyber security updated, rather than on tasks which can be automated, such as:

• Onboarding new staff to the system
• Account management
• Hardware guidance
• Password reset
• Knowledge base support
• Cyber security awareness and training

Logistics

Efficient inventory management, order processing and delivery is vital for medical practices, hospitals and medical equipment supply companies. Supplies of medicines, medical equipment, vaccines, bandages, dressings, disinfectants, hand sanitiser and protective apparatus need to be constantly monitored and restocked.

Workflow automation can help manage inventory levels by automating the ordering process and providing real-time updates on inventory levels. This can help healthcare organisations avoid running out of stock and also reduce waste, resulting in cost savings.

Automation can be a game-changer for the health industry

Healthcare workforce challenges can be partially mitigated by automation. It can streamline processes, improve efficiency, elevate job satisfaction and employee retention rates, reduce costs, and ultimately lead to better patient outcomes. As the healthcare industry continues to evolve, workflow automation will undoubtedly play a crucial role in shaping its future.

Contact us today and the team at Adecco can help you attain a future-ready healthcare workforce.