The growth of convergence of the digital and the physical worlds in the health segment has enhanced the experience of beneficiaries and helped healthcare carriers Mobility is like a leap of convenience and agility in the relationship of beneficiaries with the carrier. This is because it enhances the collaboration and information sharing. The result is a better customer experience and hence satisfaction.

Cisco’s global customer experience report focused on health care analyzed the opinion of consumers and decision makers from 10 countries, including Brazil. The results showed that with the bandwidth and network integration people have been feeling more comfortable with the presence of technology in routine actions. Data revealed, for example, that 74% of consumers say they are open to virtual medical care. In Brazil, the percentage is 76%.

For the carriers, the digital experience has more to offer than satisfaction and efficiency in health care to the beneficiaries. Its correct use can promote a significant cost reduction, especially for causing a reduction in the number of calls to call centers. Carriers can benefit from multichannel platforms and start offering assistance through mobile apps, internet, SMS, Web portal or videoconferencing.

Monitored assistance also promotes cost savings for carriers. According to data released by the National Health Agency (ANS), 48 million people in Brazil have coverage from a private health plan. Out of this total, 30%, or 14.4 million suffer from chronic diseases, who could potentially be the users of a monitoring service. There are already health care services with devices connected to the patient`s home to monitor their levels of glucose, blood pressure and other physiological indicators. Mobility has been increasing by leaps and bounds and with the availability of data via Web and the integration of the various health system chains, healthcare carriers may take advantage and contribute to the improvement of health care quality.