Connecting verified databases with clinical practice and the patient' s experience through omnichannel communication

Abstract

Introduction: Patient-reported outcomes (PRO) collect data directly from patients. These data are utilized in clinical practice, helping decision-making. Studies emphasize the importance of omnichannel communication (WhatsApp, e-mail, SMS) with healthcare professionals and patients. Omnichannel communication enables the integration of different communication channels to improve the end-client experience. In addition to the means of communication, the daily practice of professionals requires different activities that can be performed in distinct systems. The existence of various separate systems for other activities in medical practice may result in complexities and bottlenecks in their use by healthcare professionals and patients.

Objective: To present the Digital Health Ecosystem (DHE) that unifies scientific research with medical practice in omnichannel communication and mechanisms to verify the authenticity and integrity of the data collected and stored.

Methodology: The system requirements and needs were met utilizing the Iconix development methodology. Microsoft Dot Net was used to develop software. Usability, usefulness and user satisfaction with the system were measured using the Post-Study System Usability Questionnaire (PSSUQ).

Results: Omnichannel communication was utilized to contact patients and healthcare professionals autonomously. A single system enabled the carrying out of patientreported outcome data collection, telemedicine, image storage, and notes from patient consultations. The data was collected through structured questionnaires via link and chatbot. The functionalities created in the HDE allowed the integrity and authenticity verification of the data collected and stored.

Conclusion: Personalized omnichannel communication via links and chatbots using WhatsApp, E-mail, and SMS accelerates autonomous interaction with patients and healthcare professionals. In addition, the structured and non-structured data were stored in the EHD and able to be verified for integrity and authenticity.