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Failure to Connect: “Would you like me to diagnose connectivity issues?”

Recently Nuance’s DRIVE Lab conducted a study on connectivity, investigating what types of commands users absolutely can’t go without even when they have no connectivity.
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Several years ago, I lived and worked a year in Reno, Nevada. Deemed the “Biggest Little City in the World”, my heart holds a special place for the perfectly planned city. Contrary to popular belief, this small town is actually hundreds of miles from Las Vegas, Nevada. Instead, Reno resides on the east side a giant mount range and on the west side of a barren desert.

Through its four-season charm, including hiking, snow skiing and kayaking, this place was a nature-lover’s paradise by day. By night, the downtown glows in neon as the casinos light up with new restaurants, theatre shows, and the sparkle of a rotating slot machine. Despite my admiration for the mighty little town, there was one glaring thing that took this Midwesterner by surprise — the failure to connect.

What do you mean my 2-day shipment is delayed by a week and can’t get from California — just 30 minutes away? What do you mean the news reporter had to record her story on a phone because the satellite couldn’t connect to the news van? What do you mean a couple was stranded nearly a month in the desert because their car broke down and they lost cell service?

 

Lost Signal

The feeling of isolation and frustration flooded me as I thought back to my simpler times looking out over a cornfield and seeing the horizon. The Wild West comes with many challenges from fires to snakes to droughts, but I never imagined that in the era of modern times I could be without connectivity.

For much of the country, connectivity is anything but guaranteed. So, when it comes to our cars, being connected to the cloud isn’t guaranteed either. This is one reason Nuance looks to have both cloud and embedded solutions. Beyond the benefits of quicker responses and processing, an embedded solution also allows your infotainment system to continue to work with your go-to requests like asking for directions, music, etc. Additionally, linking it then to the cloud allows access to a wealth of information from the internet, once your car re-gains connectivity. This hybrid solution gives you the best of both worlds. The seamless experience we have all come to know and rely on in our car and the depth and breadth of knowledge linked to the cloud.

 

Turning to Voice System Users

Recently Nuance’s DRIVE Lab conducted a study on connectivity, investigating what types of commands users absolutely can’t go without, even when they have no connectivity. In this study, we learned that there are two main groups when it comes to a failure to connect:

1) Those who want a system to repeat exactly what they asked

2) Those who want a system to be as short and quick as possible.

A third group was discovered when we asked users what could make the voice system better; this group wanted to know the status of the connectivity issue and how to fix it themselves. One participant said, “I’d love each statement to follow with the question, ‘Would you like me to diagnose connectivity issues?’” Another said, “What would be helpful is a system asking if it should try again when connectivity is restored or within a specific period of time such as 5 minutes.”

Often, we think of the cloud as the end-all-be-all of information, and in many ways it is. The cloud allows us access to our personal information, allows us to connect with our friends, and allows us to get that song that we forgot to download. This third group, seeking to regain connectivity, really points to the need for connectivity — even when it isn’t possible. If a system fails to deliver on a person’s expectations because of a loss of connectivity, users will try to fix the violation of expectations themselves. Often, we see users talking louder or over articulating words just to get that consistent system experience back. This is why cars need a part of their voice system to be embedded. The embedded part of a voice system allows the system to maintain that seamless voice experience even when the cloud is out of range.

Just like Reno’s motto of the “Biggest Little City” – even with the Biggest cloud solution, you still need a Little embedded solution to get to the best user experience.

Embracing digital tools to remain competitive

Whatever your business objectives or industry, today, in order to grow and remain competitive and relevant, you need to embrace digital tools.
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There isn’t a day that goes by that I’m not reading about how one industry or another is being transformed by new technologies.  While many organizations are researching or tapping into new digital tools, there are still countless others who have yet to embrace them, especially within areas of their business with large investments of resources and time, like documentation.

The fact remains, today, that driving efficiency and a better customer experience has some form of digital transformation at the helm, and if you’ve yet to capitalize on new technologies, you can’t stay competitive. Not surprisingly, projections of worldwide spend in this area are anticipated to reach nearly $2 trillion by 2022.

Financial advisors, for instance, are competing with the growing popularity of online investment advice platforms like robo-advisors, while also combatting ways to stay relevant, especially with a younger, more tech-savvy client base. If they want to propel themselves forward, they need to use technology tools in financial services to become more efficient and also enhance their client service.

Legal is another example of an industry that is shifting more and more each year towards digital technology. This profession, which is highly document-based, is using tools like customized legal speech recognition solutions to help them create and manage legal documentation, giving lawyers tremendous flexibility to capture and distribute accurate data within case management systems, and even more importantly, return that time back to client service.

When it comes to embracing digital transformation, it can only help to benefit your business – from improved efficiency, productivity, to a better client experience.

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How big is your AI imagination?

When enterprises undertake the crucial step of incorporating AI into their business, they can't start with just using AI for basic functions. That's already being done by their competitors. Instead, they absolutely must reach far beyond that and let their imagination soar when determining how to bring their business into the AI Revolution.
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“Imagination is more important than knowledge. For knowledge is limited, whereas imagination embraces the entire world, stimulating progress, giving birth to evolution.”

Albert Einstein

 

When enterprises undertake the crucial step of incorporating AI into their business, they can’t start with just using AI for basic functions. That’s already being done by their competitors. Instead, they absolutely must reach far beyond that and let their imagination soar when determining how to bring their business into the AI Revolution.

 

“Imagination will often carry us to worlds that never were. But without it we go nowhere.”

Carl Sagan

 

Enterprises in the Age of AI must now re-imagine the way they do business, because AI can fundamentally change aspects of how things are done. For example, in the pharmaceutical industry, where traditionally, nine out of ten candidate drug therapies would fail and billions of dollars would be spent, deep learning is used to identify disease characteristics and patterns, which leads to new treatments or finding new drugs faster and more cheaply. AI is “turning the drug-discovery paradigm upside down.”

 

But organizations must keep in mind that AI is not yet at the level of human understanding – nor will it be for quite a long time. That’s why “human + machine = win” rings true. A group of researchers from Beth Israel Deaconess Medical Center (BIDMC) and Harvard Medical School (HMS) found that in breast cancer detection AI is 92% accurate and human pathologists are 96% accurate. Both impressive numbers. But the two working together produces 99.5% accuracy in tumor detection. That level of understanding is invaluable for cancer patients!

 

Technology and human consciousness are truly better together. For example, when automating a customer engagement program through AI-powered chatbots, virtual assistants, or IVR, true customer satisfaction cannot be reached without the option of being redirected to a human agent when needed, or even without the behind-the-scenes “training” of the virtual assistant by live agents who “get” the human nuances that AI has not yet grasped.

 

Come to think of it, even if the business’ AI success was solely technology-driven, it wouldn’t have gotten there without that human power – imagination.

 

So, go ahead. Dream big! (And Nuance can help you realize your AI dreams in customer engagement.)

 

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Minimizing the costs and risks of prescription printing with plain paper

Research dictates that hospitals must cut costs by 2022 just to break even. Forward thinking hospitals are finding innovative ways to do just this including employing cutting-edge prescription printing software. These innovative solutions combine CMS Tamper Resistant security features with information they receive from the electronic health record (EHR) directly onto plain paper. Thus, cutting costs and minimizing risks while retaining security compliance.
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Nuance solutions can help minimize the risks of prescription printing with plain paper

Savvy hospitals are turning to new innovations in printing to help them cut costs and minimize risks using plain paper prescription printing.

According to Black Book Research “in order to break even, average hospital costs will have to be reduced by 24 percent by 2022.” That percentage seems almost insurmountable with the mounting costs associated with managing a hospital. In recent years, regulatory compliance demands and pressures from HIPAA and the Centers for Medicare and Medicaid Services (CMS) have added to their responsibilities.  Researchers from Harvard’s TH Chan School of Public Health indicate that while other nations spend between 1%-3% to administer their health plans;  administrative costs are 8% of total health spending in the US. Chipping away at some of this administrative spend is imperative.

The Cost of Compliance

A recent report from the Centers for Disease Control and Prevention (CDC), indicated that “drug overdoses killed 63,632 Americans in 2016. Nearly two-thirds of these deaths (66%) involved a prescription or illicit opioid.” A quick scan of the news highlights the gravity of this problem. To stem this epidemic CMS mandates that all computer generated, and hand-written prescriptions have at least one industry recognized security feature in each of three categories.

  • Copy Resistance: to prevent copying of a completed or blank prescription
  • Erasure/Modification Resistance: to prevent the erasure or modification of information written on the prescription
  • Counterfeit Resistance: to prevent the use of counterfeit prescriptions

As such, when physical prescriptions are needed, hospitals must ensure they adhere to these guidelines. Compliance for many means using costly tamper resistant paper and special printing devices.

As you can imagine, tamper resistant paper and the special devices required to print them can be costly not just to obtain but to maintain as well. Hospitals must bear the burden and risks associated with retaining tight custody of the paper as it moves from delivery all the way to becoming an actual prescription. Often this requires the use of security guards to protect the shipment of the paper, having the printers in locked rooms, having printers with special locked trays, and tightly monitoring reloading the printers. With prescription fraud as rampant as it is, hospitals cannot afford to have their prescription paper stolen.

 

Make it plain – plain paper printing

With the need to cut costs yet maintain excellence several hospitals are now employing cutting edge prescription printing software to do the heavy lifting for their prescription printing. These innovative solutions combine CMS Tamper Resistant security features with information they receive from the electronic health record (EHR) directly onto plain paper.  Yes, plain paper! This vendor-agnostic approach allows for industry-recognized security features to be printed on a broad range of printers. Hospitals can then leverage existing technology and equipment. Hospitals then get a panto-graph background that states “VOID” if copied, and the original document has microprint that renders the text unreadable if copied all on their plain paper. Added to this, variable printing on the back of each prescription adds an extra layer of security. They also can Include a security warning box at the bottom of the page that lists all the security features included so pharmacists can know what to look for to check for authenticity

In addition to these CMS Tamper Resistant security features, some print features, such as those found in Nuance’s print management solutions, offer secure printing workflows that record all key details about a job including who released/printed it, even on single- function printers equipped with a card reader.

 

Benefits of Secure Plain Paper Prescription Printing:

 

When you remove the cost of special paper, special printing devices, and the additional personnel to protect the paper hospitals can realize significant savings. Some of these benefits include:

  • Works with a broad range of print
  • Eliminates the cost and management of pre-printed form
  • Removes need for special printers or locking t
  • Provides secure print release with complete chain-of-custody track
  • Supports MFDs and single-function printers via POE reader.
  • Offers a centralized enterprise-level output management syst
  • Enables failover printing and audit t

 

The cost and risks savings from prescription printing software is significant! By using innovative prescription printing software hospitals can write secure prescriptions without the large overhead costs all while remaining secure and compliant.

Nuance Healthcare Solutions Can Help

Visit our healthcare solutions page to learn more about how we can help secure your print environment

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Nuance solutions can help minimize the risks of prescription printing with plain paper

Survey finds financial advisors need help with documentation compliance

Results from the Nuance Dragon Role of Technology in Financial Documentation Compliance survey highlight how increased regulations are placing more pressure on financial services professionals to create thorough documentation to maintain compliance and client care.
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The results of a national survey of financial services professionals found that 89 percent indicate that heavy documentation demands affect their ability to efficiently produce thorough, timely reports and records of client interactions, which can impact both compliance and limit “face time” with clients.

The Role of Technology in Financial Documentation Compliance Survey, which was deployed to more than 40,000 financial service professionals, with the majority from large firms housing over 500 employees, confirms what we often hear from customers in the Financial Services sector – they struggle to balance heavy documentation demands to meet compliance, and are continually seeking new tools to help.

The demands on financial advisors to keep quality, detailed and timely notes continues to intensify.  While regulations, like the Department of Labor’s Fiduciary Rule, are clearly a driving force, the trend is also driven by the need to foster long-term client relationships.

As in other document-intensive industries, trying to strike a balance between generating the requisite documentation needed to meet regulatory and business needs, with superior client service – all while not becoming overwhelmed with paperwork, is a struggle than many professionals face.

More than 48% of survey respondents, in fact, say that after meeting or speaking with a client they must create at least 1-full page of notes, documenting the full detail of their conversation.  These notes, which are increasingly transferred into customer relationship management (CRM) systems, also present their own set of challenges. The survey revealed that more than half of advisors found them cumbersome and frustrating to navigate.

CRM and investment research systems are used by well over two thirds of the firms we surveyed.  These systems are central in meeting the dual goals of client service and financial documentation compliance.  Firms are addressing these, as well as the larger concern of mitigating compliance risk, in part by making greater use of standardized templates, forms and disclosures.  More than 80% of respondents indicated their firms were implementing these tools.

The financial services sector has a history of embracing technological innovation to meet the demands of the day.  Our survey revealed the same: 78% of respondents indicated they would be interested in new tools, such as speech recognition, to complete documentation, drive compliance and increase productivity.

You can read the results the Role of Technology in Financial Documentation Compliance survey here.

Much has been written about the need for financial literacy to help individuals and families secure their futures and meet life goals. Financial advisors, by definition, are there to help clients in this process.  We stand ready to help make their jobs easier and more productive.

Looking to improve financial documentation compliance?

Contact us to schedule a demo and learn how hundreds of firms are using Dragon speech recognition to improve financial documentation compliance.

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Mobility trends shaping documentation productivity

As the demand for access to content across devices and platforms continues to rise, so too is the need to empower employees with the ability to get their work done from anywhere. We see this shift taking place within many of the document-intensive sectors we serve, from social services, legal, finance, to public safety.
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Remember AT&T’s “You Will” commercial from the early 1990’s featuring voice-over from actor Tom Selleck as a man sends a fax from the beach? Watching this ad twenty-five years later shows how amazingly prescient it was, foretelling a trend central to how professionals would communicate, and document those communications today:  mobile and inter-connected.

We see the embodiment of this vision in familiar solutions now, from tablets, voice-enabled mobile apps, and cloud-based document sharing tools like Evernote, to name a few. The growing shift in how we work and live is also evident in an ever-expanding mobile workforce and growth predictions in spending on mobility solutions.

As the demand for access to content across devices and platforms continues to rise, so too is the need to empower employees with tools to help them get their work done from anywhere.

This is already happening within many of the document-intensive sectors we serve, from social services, legal, finance, to public safety – all seeking smarter applications to help employees document in the field or on the road, so they can capture more details of their interactions to improve report accuracy and productivity.

Today, we’re excited to announce new updates to Dragon Anywhere and Dragon Anywhere Group – our cloud-based, professional-grade iOS and Android dictation solutions for mobile professionals and field workers.

With our recent update, we’ve added quite a few requested features, including a significant update to the Correction menu to provide functionality closer to our desktop versions of Dragon.  Working alongside today’s mobile versions of Microsoft Office, and seamless synchronization with Evernote, these solutions provide a highly networked “anytime, anywhere” environment for professionals who want to easily create and manage documentation on the go.

How will documentation and communications evolve in the next 5 years?  I’m confident Nuance will continue to deliver intelligent applications to help.

Drive mobile documentation productivity

Give your mobile workforce the power to get paperwork and other documentation done wherever their job takes them, with Dragon Anywhere Group, the cloud-based professional-grade mobile dictation solution for iOS and Android smartphones and tablets.

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The radiology quality & value Olympics

Imagining radiology as a sport at the Winter Olympics helps us to understand the ways in which radiologists must synthesize their skills and diagnostic expertise with available technologies to achieve quality, value, and improved patient outcomes. At the heart of this synthesis lies the radiologist’s workstation—and the innovations we pioneer in partnership with Primordial to extend and expand the capabilities of PowerScribe 360.
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What if radiology were a sport at the Winter Olympics? Would it be the giant slalom, moving at high speed through a series of gates in constantly changing conditions? Or would it be the biathlon, requiring a rapid cross-country pace with stops for precision shooting? Or maybe it would be figure skating, blending technical and interpretive skill with a panel of judges scoring the performance?

Radiology would actually be all three — at the same time.

That’s impossible of course, but the thought of simultaneously combining those sports captures the multiple pressures radiologists face with the shift from fee-for-service billing to value-based reimbursements for demonstrated outcomes. Radiologists must interpret more cases in less time with greater accuracy while proving the value and results of the work. It’s competitive in the sense that it requires meeting or exceeding demanding standards under constant and increasing time and financial pressures.

Instead of skis, skates, and rifles, radiologists rely on their workstations to apply their training and diagnostic expertise. Just as athletes refine and personalize their gear to maximize performance, radiologists can add capabilities and automation to their workstations to improve the efficiency, quality, and value of their work. The key is to fit the solution to the radiologist’s day-to-day workflow and preferences rather than the other way around.

Take for instance how emerging artificial intelligence (AI) and machine learning technologies are driving new automation and efficiencies in the radiology workflow. The Journal of the American College of Radiology’s recently published article on AI’s criteria for success cites better patient outcomes and improved work life for radiologists, noting that AI can also address practical issues to include optimizing worklists, prioritizing cases (like in the instance of potential pulmonary embolism), pre-analyzing cases in high-volume, and extracting information from images that may not be apparent to the naked eye.

The central role of the radiologist’s workstation is why we continue to invest in extending and expanding the capabilities of PowerScribe 360. It’s why we pioneer innovations from Primordial to create customizable radiology solutions like PowerScribe Workflow Orchestration and PowerScribe Lung Cancer Screening. PowerScribe solutions give radiologists worklist prioritization, automated and intuitive guidance, and speech recognition tools for completing reports efficiently and accurately. It also includes integrated access to published clinical best practices for citation in their reports and recommendations to fellow clinicians.

The Nuance AI Marketplace for Diagnostic Imaging is another example of expanding capabilities at the time of reporting. The Marketplace delivers access to powerful new cloud-based AI tools for handling the huge amount of x-ray, CT scan, and other imaging data as part of a radiologist’s regular workflow.

Just as Olympic athletes leverage their training and skills with the right equipment, radiologists can optimize their medical expertise with the systems and tools they prefer, right at the point of interpretation and documentation. Instead of medals, radiologists can gain something even more important to themselves and their patients: demonstrable quality, value, and improved outcomes across the care continuum.

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Enterprise mobility: When paperwork isn’t a 9 to 5 job

For field workers or mobile professionals who are often challenged with having to balance heavy documentation demands with other tasks, the work week oftentimes extends beyond 9 to 5. Intelligent mobile, cloud-based applications can help improve productivity.
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More often-than-not, paperwork doesn’t start at 9:00 a.m. and end at 5:00 p.m. For many professionals who travel outside the office or work in the field, heavy reporting requirements can oftentimes extend the 40-hour work week as they strive to keep up with documentation and other reporting demands.

Social service professionals need to diligently complete paperwork as part of client assessments, or when preparing collaborations with other professionals. Insurance adjusters are required to fill out and submit assessment when responding to and completing claims. Legal professionals often take notes during client meetings, to be set aside for later transcription back at the office.

Professionals who work in these document-intensive industries need to meet critical reporting deadlines and ensure accurate and timely communication, oftentimes to meet business and regulatory requirements – all in the course of a regular work day.

If you’re like many of these professionals, you may constantly find yourself dividing time between the office and the road. So, it’s important that your productivity tools support a fluid workflow—one that lets you start documentation in one location and finish it in another without any hassle.

Today, thanks to robust, cloud-based mobile dictation solutions, professionals who often work outside the office are better equipped to get business paperwork done from anywhere.  Documents, reports and forms can be dictated in real time, not only for immediate productivity gains but for improved accuracy and specificity. And content sharing platforms, like Evernote, provide immediate access to and sharing of content across devices from any location.

Intelligent mobile and cloud-based applications may not reduce the amount of documentation you face each day; but may help maximize productivity so you can get more done between 9 and 5.

Drive mobile documentation productivity

Give your mobile workforce the power to get paperwork and other documentation done wherever their job takes them, with Dragon Anywhere Group, the cloud-based professional-grade mobile dictation solution for iOS and Android smartphones and tablets.

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