Monday, October 21, 2019

How Healthcare is Embracing the Digitally-Empowered Consumer

Raj Modi
September 11, 2018

2 minute read

The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information. We digitally count our steps. We’re becoming more knowledgeable and empowered about our own health outcomes as we demand more control and increasingly want more personalized care solutions.

Moreover, the value of digital health is beginning to be recognized by the clinical community. For example, there is now a growing body of clinical evidence for apps. According to a study by the IQVIA Institute for Human Data Science, there are over 318,000 health apps available, with 200+ added each day. The IQVIA also estimates that the use of Digital Health apps in 5 patient populations could save the US healthcare system $7 billion per year.

How Healthcare is Embracing the Digitally-Empowered Consumer

One hospital is embracing digital transformation and the digitally-empowered customer through a program called Family Assist. Through the use of Oracle Service Cloud, Western Sussex Hospital created Family Assist to provide families with a range of tailored services and information from pregnancy through 25 years of age.

Family Assist allows parents to sign up to receive information based on the stages of pregnancy through a child’s growth — and view it on their device of choice — and offers a chat feature to get in touch with a healthcare professional regarding non-urgent questions.

“We’ve got lots of national drivers that are telling us to embrace digital, and that’s exactly what we’re doing here at West Sussex,” says Kelly Pierce, Consultant Midwife in Public Health, West Sussex County Council.

To help keep families connected with each other and their communities, Family Assist allows parents to share information with friends and extended members of the family, so that they too can keep up to date on the latest resources and advice, as well as provides information on related local groups.

Across industries, digital transformation is forcing companies to change their business models and adapt to the new market reality. What’s notable about this is that it’s not the companies that are driving this change – it is the customer.

To learn more about how Western Sussex is embracing digital transformation and the digitally-empowered customer, watch the video.

Or, to get on your own path to digital transformation, visit

Raj Modi
Raj is the healthcare innovation advisor for Oracle EMEA. He has over 15 years experience in strategy and transformation consulting working for a range of clients such as the UK National Health Service, BUPA, InHealth, Novo Nordisk and Mayor of London. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.