The healthcare industry has cottoned onto the IoT with a range of devices entering the market, designed to improve the lives of patients and healthcare practitioners, writes ANDRE DEETLEFS, Executive: Lines of Business & Enterprise, The Jasco Group.
The Internet of Things is evolving quickly, and on a global scale. The healthcare industry has cottoned on to this trend and already we are seeing a host of applications and connected devices entering the market, bearing the promise of improving the lives of patients and healthcare practitioners alike. The benefits of IoT extend well beyond health and fitness monitoring, however, and can help to smooth the interaction process between healthcare and medical aid providers as well as their clients.
The impact of IoT on healthcare
From a healthcare monitoring perspective, the introduction of a variety of connected wearable devices, sensors and health applications have emerged to track a variety of common health concerns. People now have access to a multitude of health-related data from heart rates and fitness levels, to blood pressure, sleep patterns, insulin levels and even the dispensing of medication. These devices – both wearable and in the form of smart phone applications – use the Internet to communicate data back to medical aids and healthcare providers. The steady flow of information keeps them apprised of the health state of the wearer, or user, and helps them to avert worsened conditions.
Healthcare providers and medical aids are finding a wealth of value through the incoming stream of data from these devices. Leveraging the likes of Artificial Intelligence (AI) and Machine Learning (ML), they are able to do more with this data than ever before. Data analysis helps them to track trends and identify common problems, risks and solutions, which enables them to make greater medicinal strides. Many incurable disorders can now be managed easily and in an automated fashion, freeing up doctors’ time for research, and providing patients with better quality of life.
IoT is also helping healthcare providers and medical aids in other areas such as in-hospital vital sign monitoring, inventory and asset tracking and logistics. A key area that remains largely unexplored however, is the benefit of IoT on healthcare contact centres.
IoT improves CX
Customer experience (CX) is lauded as the new mark of customer loyalty. In the digital age, where most services are available at the click of a button, customers move swiftly between service providers when their experience with a provider is less than satisfactory. The same is true of healthcare and medical aid providers.
Many people still experience the frustration of repeatedly providing details to representatives of healthcare or medical aid providers. Time and again customers are prompted for the same information, having to fill in the same forms or needing to confirm the same details with a contact centre agent. A few medical aids and healthcare practitioners, as well as third party organisations however, are discovering that they can tap into the data being generated by connected devices and sensors to auto-complete their customer profiles. By having all their customers’ relevant information centrally stored and on-hand when customers contact them. They are providing better, faster service to customers while simultaneously accessing vital and accurate information that they require.
While some healthcare providers and medical aids are using IoT technology themselves to verify the accuracy and completeness of their databases, third party organisations are also emerging with applications that assist customers while providing an accessible database to healthcare and insurance providers. This must however be approved by the customer. The likes of Logbox have recently been brought to light in South Africa; an application which collates a person’s medical history and personal information on a secure platform and allows them to share it with doctors, hospitals and medical aid providers. This process helps save time, while giving providers ease of access to customer information. Connected devices which tie into applications such as Logbox can ensure that data collection is both accurate and automatic.
IoT to prevent fraud
A common issue experienced by both healthcare providers and medical aids, is the incorrect relay of information by customers. For example, a person applying for medical aid may state that they are healthy when in fact they may have a pre-existing medical condition. A sensor or connected device would be able to easily counter such claims, providing the contact centre agent with accurate information on the state of the person’s health, depending on the type of mechanism.
In the event of medical aid claims, IoT devices can also prevent fraud by verifying the authenticity of the individual’s claim. Medical aid contact centre agents would easily be able to access the claimant’s accurate medical history and records, through automated data delivery, and validate the necessity of the procedure.
Fraud from healthcare providers is also a lurking problem. Greedy practitioners may recommend more expensive medication, or unnecessary procedures anticipating higher returns. An analysis of data supplied by an IoT enabled device could easily refute the need for any recommended procedure and may even be able to suggest a more suitable solution, with the ongoing application of AI and ML.
IoT for healthcare
IoT, and more specifically the data it generates, opens the door to a world of possibilities for the healthcare industry. Whether applied to improve lives and control health disorders, or used to track and trace hospital assets; perhaps to administer medication, or facilitate smoother interactions between healthcare providers and customers; or possibly to prevent fraudulent activity, one thing is certain: IoT benefits the entire healthcare value chain and. If not already in use, IoT should form part of any healthcare and medical aid provider’s digital strategy.
How we use phones to avoid human contact
A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.
Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances.
Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?
The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.
In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.
Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.
Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”
To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:
· I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?
With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.
· Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?
Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.
· I’ve lost my phone! How will I keep myself entertained now?
Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.
Five key biometric facts
Due to their uniqueness, fingerprints are being used more and more to quickly identify and ensure the security of customers. CLAUDE LANGLEY, Regional Sales Manager, for Africa at HID Global Biometrics, outlines five facts about the technology.
How many times in a day are you expected to identify yourself? From when you arrive at work you are required to sign in, visiting your bank, receiving healthcare services… The list is endless. When a system knows who you are, you are able to do any number common, everyday activities. Your identity is unique and precious. It is also easily stolen and the target of many hackers across the globe. Technology is constantly evolving alongside the criminal element, always looking for ways to protect data and identity. One such solution happens to be biometrics and it is rapidly gaining traction in our increasingly complex modern world.
Reliable, secure and fundamentally YOU, unique biometric traits such as fingerprints are being used by banks, enterprises and consumers to verify identity. Biometric solutions offer significant identity protection because they use unique biological details to ensure an account is only accessed by the account holder, a door only opened by the owner. Here are five things that are little known about this technology…
- The uncut identity. Your fingerprint is unique to you. Nobody can use a copy of it to impersonate you. Good technology is capable of scanning down into the layers of the fingertip to differentiate unique elements of a person’s fingerprint, this data is then encrypted and used as a key to unlocking whichever physical or virtual door that the biometric system protects.
- The living proof. No, there is nothing to the stories of fingerprints being used without their owner’s knowledge or permission. Biometric solutions can use specific variables to determine if the finger used to access the system is that of a present, living person. A copy or a fake cannot be used to access a cutting-edge biometric solution.
- Easy and convenient. Queues and documents and paperwork may well be a thing of the past should biometrics take a firmer grip of government and banking systems. The process of registering is easy, and access to identity documents and records is yours alone.
- Security blanket. A thousand passwords and a hundred post-it notes stuck on walls and drawers. An excel file with a list of sites and applications and their corresponding passwords, all a thing of the past. Nobody needs to remember their password with biometrics, they only need to show up.
- Anywhere is cool. Schools, airports, networks, offices, homes, toilets, banks, libraries, governments, border controls, immigration services, call centres, hospitals and even clubs and pubs – knowing “who” matters and biometrics can quickly and conveniently confirm your identity where needed.