Creating the future of healthcare collaboration for patients and providers

6 min read

Updated on March 11, 2024

Published on March 11, 2024

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At Zoom, our vision is to build one platform that delivers limitless human connection.  

Companies and organizations around the world are reimagining teamwork, strengthening customer relationships, and enabling seamless experiences – all with the underlying power of AI.

So, what does this mean for you as a healthcare provider?  

We understand that healthcare is at a unique crossroads with the potential for enormous innovation in care collaboration and delivery. Yet challenges such as physician shortages, alternative payment models (APMs), and rising costs have the healthcare industry asking the question: Is our healthcare organization prepared for the future?

We want to prepare you for this future by helping you collaborate across the continuum of care, meet your patients where they are, and enable your medical staff to stay connected and agile.  

Zoom’s unified platform for healthcare – Zoom Workplace for Healthcare – delivers tools that are designed for providers and staff to better communicate, collaborate, and engage, whether for administrative tasks or patient engagement. We help customers enable HIPAA-compliant programs by executing a Business Associate Agreement (BAA) and safeguarding protected health information (PHI).  

Let’s take a look at how Zoom is helping to shape the future of collaboration for healthcare providers.

Harnessing the power of AI

The presence of artificial intelligence in healthcare is growing. According to a 2023 Becker’s-Zoom healthcare leadership survey of clinical, administrative, and IT leaders, between 2019 and 2022, investors poured $31.5 billion into healthcare AI, and most hospital and health system leaders believe this technology will significantly impact the industry in the next few years.

In fact, the same survey showed that 85% of leaders saw automating administrative tasks as areas that could see AI-driven improvements.

We are delivering AI-based healthcare solutions that help not only to reduce administrative burdens but also help to streamline operational processes and to drive intelligence throughout the patient journey.

Zoom’s recently introduced generative AI assistant, Zoom AI Companion, is empowering healthcare employees, administrators, and practitioners to increase productivity, improve team effectiveness, and enhance skills. Included at no additional cost to existing Zoom paid plans, the power of AI can be realized throughout a healthcare organization with fewer budgetary worries. 

AI Companion, which currently spans Zoom Meetings, Zoom Team Chat, Zoom Events, Zoom Whiteboard, Zoom Mail, and Zoom Contact Center, has been enabled by over 500,000 companies across multiple industries and geographies to date. With capabilities such as meeting summaries, smart recordings, and support for up to 36 languages (in preview) for in-meeting capabilities, AI Companion is the ideal AI-based assistant to help healthcare employees throughout their workday.

We use Zoom AI Companion today for team collaboration and administrative use cases. We look forward to seeing how Zoom continues to evolve AI Companion.

Matthew Park, Vice President, Information Technology & Facilities at 4DMT

Fostering a culture of collaboration

At the employee level, healthcare organizations are facing many challenges with talent shortages, staff burnout, and retention concerns impacting the increasing demand for healthcare services.

By using the Zoom Workplace for Healthcare platform, organizations including healthcare have seen a productivity increase of up to 52 minutes per week per employee according to a 2022 Forrester Total Economic Impact report.

Zoom Workplace for Healthcare plans may vary, but key collaboration tools can include:

  • Meetings – High-quality, reliable video conferencing that can be used in healthcare employee and staff meetings.
  • Team Chat – Enables healthcare teams to stay connected in real-time over chat with secure file sharing, search, and other productivity enhancements.
  • AI Companion – Generates meeting summaries and other AI-powered capabilities.
  • Phone – Allows audio communications throughout and between hospitals, clinics, physician offices, or in the field; nurse call and operator console systems integrations and Zoom Phone Local Survivability options for business continuity are also available
  • Rooms – Provides an integrated patient room or conference room experience via a software-based collection of audio conferencing, wireless screen sharing, and video conferencing
  • Webinars – Virtually brings teams together for onboarding, medical education, healthcare seminars, and employee activities.
  • Workspace Reservation – Reserves rooms for inter- and multi-disciplinary team meetings, patient engagement, planning sessions, and more. 

Zoom’s recently acquired employee experience platform, Workvivo, can also be used to provide employees with further engagement, communication, and digital workplace tools that help foster a sense of community, belonging, and information sharing.

We use every piece of Zoom we can; we use Zoom Phone on our systems/cell phones, we use Meetings to collaborate. Our clinical team is doing webinars with physicians. Being able to continue to showcase what we’re doing virtually has really helped us grow and sustain our footprint on the medical device industry.

Joey Faraone, Director of Technology and Information Services, Baylis Medical

Enhancing the patient journey

Whether the patient journey is virtual or in-person, Zoom has solutions that help you personalize and enrich the entire patient experience.

Zoom Contact Center helps healthcare organizations provide patients with a variety of ways to communicate: over video, voice, web chat, and SMS - so that patients can easily get answers and assistance from their channel of preference. Using AI-powered tools such as AI Expert Assist and AI Companion for Contact Center, staff members can access personalized customer information (such as medical records) and review prior conversation summaries leading to a more engaging, responsive patient experience.

Zoom Rooms can be used for the in-room patient experience, allowing for the integration of the latest technologies across medical devices and digital systems. Patient rooms can be enhanced with smart TVs and telehealth carts embedded with Zoom Rooms technology, providing access to physicians for virtual rounding, specialists for remote consults, and assistants for check-in or discharge.

Zoom healthcare

Patients and providers also rely on Zoom Meetings for the quality, reliability, and ease of use. And, with Zoom’s electronic health record (EHR) integrations, many patient visits can be initiated directly from the EHR.

Post-appointment, patients and physicians can continue communications for check-ins or follow-up consultations over Zoom Meetings or Zoom Phone.

I already knew about Zoom when we were approved to start using telehealth, and I really liked the platform. Out of all the platforms I’ve used, Zoom is the simplest, it’s got the best feature set, and it’s got the best quality as well.

Scott McGuirk, CEO, South Coast Community Services

Healthcare integrations and partnerships

At Zoom we realize that being “in'' healthcare requires tight integrations with healthcare systems and partnerships with healthcare app providers, medical device manufacturers, and solution developers.

As a result, we have integrated with popular electronic health record (EHR) platforms, including Cerner and Epic, to make it even easier to schedule, join, and document telehealth visits directly in a patient’s EHR.

Through our Zoom Developer Platform, our partners have created nearly 150 healthcare-related apps ranging from health and wellness to therapy, patient intake to interpreting – all available on the Zoom App Marketplace.

For partners or providers who wish to create or enhance their own healthcare apps or solutions, Zoom’s suite of developer tools including SDKs and APIs can be used.

Some of the healthcare innovations created in conjunction with hardware, software, and developer partners include:

  • RealWear – Hands-free, wearable computer that can be used for a number of healthcare applications requiring remote expert access including emergency medical services, remote surgery, and remote training.
  • HP / Poly – HD video conferencing telehealth station and telehealth carts for remote patient monitoring, video consultations, and virtual rounds.
  • Ohmni – Remotely controlled telepresence robot for remote patient monitoring.

Paramedics in Western Australia trialing Zoom and RealWear are experiencing a 70% “treatment-in-place” rate – where patients are receiving immediate remote care to help avoid lengthy, costly, and sometimes unnecessary transport to hospitals and emergency rooms.

Zoom is ranked at the top market share spot of telemedicine providers with a market-leading 36% market share per Definitive Healthcare’s January 2024 report. Is your healthcare organization prepared for the future? Visit the Zoom Healthcare page or contact a Zoom representative for more information.

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