The intersection of patient experience and technology audits

Note: This is the first in a series of three articles sponsored by Profit Advisory Group and powered by DHI that will look at how healthcare organizations, especially rural providers, can optimize and modernize IT products and services via tech audits to improve financial performance, operational efficiency, and patient care quality. Subsequent articles will look at retiring outdated tech and combining Ai and human intelligence to boost profitability.

Technology plays a pivotal role in shaping the patient experience. From scheduling appointments to accessing medical records, technology serves as the backbone of patient-centered care. For rural healthcare facilities, where unique challenges such as limited access to resources and geographic isolation often compound the difficulties of delivering high-quality care, ensuring that technology supports seamless patient experiences is critical. This is where technology audits become invaluable, helping organizations identify weaknesses, optimize resources, and enhance both care delivery and patient satisfaction.

The state of patient experience in rural healthcare

Rural healthcare facilities face distinct demographic and geographic challenges. Populations in rural areas tend to be older, with higher rates of chronic conditions requiring continuous care. Simultaneously, many rural hospitals operate with aging infrastructure and struggle to retain top healthcare talent. Geographic isolation can result in limited access to specialty care and extended travel times for patients seeking treatment, further diminishing equitable access and the overall patient experience.

These factors directly impact patient satisfaction and outcomes. A poor patient experience can lead to delayed treatments, fragmented care, and lower adherence to medical advice. For rural healthcare organizations, these issues also carry financial implications. Declining patient satisfaction scores can reduce revenues, including reimbursements tied to value-based care models, creating a vicious cycle of underinvestment and diminished care quality. Addressing these challenges requires a targeted approach, and technology audits provide a roadmap for improvement.

The role of technology audits

Technology audits are systematic evaluations of an organization’s IT ecosystem, designed to identify gaps, inefficiencies, and areas for improvement. In healthcare, these audits serve a dual purpose: ensuring operational efficiency and enhancing patient care.

A comprehensive technology audit typically includes several key components:

• Infrastructure assessment: Evaluating hardware, network systems, and cloud environments to ensure they can support current and future needs.
• Software review: Assessing the usability and integration of electronic health records (EHR), telehealth platforms, and other critical applications.
• User experience analysis: Understanding how effectively clinicians and administrative staff can use technology tools to deliver patient-centered care.

For rural healthcare facilities, these audits can uncover specific vulnerabilities, such as outdated hardware that leads to system downtime or software that fails to integrate with other critical tools. The audit’s findings become a blueprint for strategic upgrades and investments that directly enhance patient experiences.

Enhancing patient experience through technology audits

By identifying and addressing gaps in IT systems, technology audits create opportunities to improve the patient experience in meaningful ways. For rural healthcare providers with limited IT staff and aging infrastructure, these audits offer actionable insights that maximize the value of every dollar spent.

For example, a technology audit might reveal that an outdated EHR system is causing delays in patient record retrieval, leading to longer wait times and frustration for both patients and staff. Upgrading the system could streamline workflows, reduce administrative burdens, and improve the overall patient journey.

Similarly, audits can uncover opportunities to expand telehealth capabilities—a critical need in rural areas where access to specialists is limited. By ensuring that telehealth platforms are fully functional and integrated with existing systems, facilities can provide patients with timely, convenient care without the need for extensive travel.

Real-world examples underscore the value of these audits. A Colorado-based healthcare system reduced costs by 20% and upgraded its data network after conducting a technology audit, leading to increased bandwidth and improved patient care delivery​.

Technology audits can also highlight trends that enhance patient comfort and care. For example, investing in smart technology like smart beds or wearable devices improves the non-invasive monitoring of patients and reduces manual processes for staff. Augmented reality tools can aid in medical training, ensuring providers acquire skills to enhance treatment quality. These forward-looking trends make a tangible difference in delivering better patient experiences.

Economic Implications

Beyond enhancing patient care, technology audits yield substantial economic benefits for rural healthcare facilities. By optimizing IT systems, organizations can reduce inefficiencies, lower operational costs, and minimize the risk of costly downtime.

Improved patient experiences also drive profitability. Satisfied patients are more likely to return for future care and recommend the facility to others, increasing patient volumes and revenue. In resource-constrained rural settings, where every patient’s contribution to financial health is vital, this can make a significant difference.

Performing a telecom audit, for instance, can free up resources by identifying billing errors and eliminating duplicate charges. Gartner estimates that 80% of telecom bills contain errors, and correcting these issues can yield surprising savings. These funds can then be reinvested in advanced technologies such as AI and IoT, which revolutionize care delivery, or telehealth platforms that expand access to specialist care.

For example, a rural clinic that upgraded its scheduling system after a technology audit saw a sharp decrease in no-show rates. The increased efficiency not only boosted patient satisfaction but also improved the clinic’s bottom line by filling previously unused appointment slots. These outcomes demonstrate the clear connection between technology investment, patient experience, and financial sustainability.

Enabling better patient care

In an era where patient experience is a key driver of healthcare success, technology audits provide rural healthcare leaders with a strategic tool to enhance care delivery and financial performance. By identifying gaps, optimizing resources, and implementing targeted improvements, these audits ensure that technology serves as an enabler—not a barrier—to exceptional patient care.

For rural healthcare organizations, the stakes are high. Continuous technology audits are not just a best practice but a critical necessity for sustaining both patient satisfaction and financial health. It’s time for healthcare leaders to prioritize these audits and take proactive steps to secure a brighter future for their communities.

About Profit Advisory Group

Profit Advisory Group is a nationally recognized and respected technology consulting firm based in the Charlotte, North Carolina area. Organizations representing various industries throughout the U.S. and over 100 countries have saved over a billion dollars combined by implementing our strategies. Our seasoned experts understand the complexities of managing multiple technologies and can help companies identify ways to save, introduce customized solutions that help businesses cut costs, and streamline operations. To learn more, visit our website at https://profitadvisorygroup.com.