Ease the impact of downtime on healthcare and insuranceEase the impact of downtime on healthcare and insurance

A few seconds of downtime can lead to substantial financial losses for organisations, often ranging from hundreds of thousands to millions of dollars. In the healthcare sector, these disruptions can have even more critical consequences — such as delayed medical procedures, postponed treatment approvals, and drugs being unavailable. For healthcare insurers, ensuring continuous service is essential, as it directly affects patient well-being and the overall functionality of healthcare systems.

How service performance issues really affect people

According to a recent report by Mordor Intelligence, the healthcare insurance market in the Middle East is expected to reach around US$61 billion by 2028. This growth is driven by advancements in technology, such as telemedicine and virtual care platforms. While these innovations offer more options and control for policyholders, they also create new challenges for maintaining reliable service.

Imagine a situation where a doctor cannot access a patient’s records through an insurer’s online portal during an urgent consultation. If the system fails, the doctor might be unable to verify if a a new prescription is covered or determine the most appropriate treatment. Such delays can cause inconvenience for the doctor and adversely impact the patient’s care.

At the same time, the patient might reach out to the insurer through a mobile app but experience challenges such as call quality and delays, which can affect the efficiency of medical care. Such challenges might be due to server overloads or network configuration errors, which can impact both web and voice services.

Challenges in contact centre operations

Seamless operation of contact centres is crucial for healthcare insurers, especially in regions where customer service is a significant part of business success. Effective customer service is often linked to overall business success, and downtime can significantly impact patient care. For instance, if a contact centre experiences an outage, patients might lose access to important virtual consultations or telemedicine services covered by their insurance. This is especially disruptive for those who rely on these services for regular check-ups or follow-ups.

Downtime in contact centre operations delays responses to customer inquiries and processing of requests. This not only affects patient satisfaction but can also erode trust in the insurer's services. As healthcare needs evolve, efficient customer service becomes even more critical.

Telemedicine: a vital service

Telemedicine has become an essential service for accessing healthcare remotely. It is particularly important in areas where traditional healthcare access might be limited. Insurers are increasingly including telemedicine options in their coverage, such as e-consultations and virtual visits.

However, the effectiveness of telemedicine depends heavily on robust telecommunications infrastructure. In some remote areas, including parts of the Middle East, high-speed internet access might be limited. This limitation can hinder the adoption of telemedicine services that require stable and fast internet connections. While satellite internet can offer high speeds, it often does not match the performance of cable and fiber connections, making it less ideal for live video consultations.

Ensuring reliable healthcare services

To ensure reliable healthcare services, it is crucial to monitor network performance and address issues promptly. This helps maintain continuous access to vital information and services for both patients and healthcare providers. As the healthcare system evolves and expands, managing service performance and minimising downtime are key to delivering effective care and maintaining patient trust.

Peter Adel is the Regional Sales Manager at NETSCOUT.