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Role of a Knowledge Management System in the Healthcare Industry

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Role of a Knowledge Management System in the Healthcare Industry

Mar 25, 2022   |  By
KMI Guest Blogger Sowmya Juttukonda

In contrast to knowledge management systems that use information technology (IT) to create, manage, store, share, and reuse knowledge, the healthcare industry faces unique challenges. Those include system complexity, medical errors, significant growth in medical knowledge, and increased healthcare costs. Thanks to knowledge management, experts and hospitals can apply worldwide techniques to satisfy medical needs. Knowledge may be used effectively to help future generations learn from past mistakes and build inventive solutions.

Healthcare is a knowledge-based business. Treating each patient's specific symptoms requires tremendous information and competence. The United States has the most prominent health industry, with 784,626 businesses. Patient care accounts for $1.068 trillion, or 64% of all healthcare revenue in the United States.

According to health statistics, healthcare is the largest source of employment in the country, employing one out of every eight Americans. These individuals must be trained to start a new job or transfer to clinics or hospitals. They must continue to be trained as treatments and procedures improve throughout their careers.

The tools, support, and expertise that health organizations have at their disposal determine the quality of treatment they provide. Using a knowledge management system fosters a culture of ongoing collaboration and innovation in the healthcare profession. Suppose a culture of information sharing is established in the healthcare industry. In that case, employees are more likely to participate in continual learning and education.

Benefits of having a Knowledge Base in healthcare 

Enhance Operating Efficiency

Calls are shorter for hospital call agents who have access to reliable, up-to-date information. It saves time searching and reduces patient wait times. With consistent client experiences, an effective knowledge management system like PHPKB optimizes operational efficiencies throughout customer service (frontline and back-office). A branded dashboard, feedback, and reporting metrics allow convenient management supervision.

  1. Using private internal conversation and material exchange assists staff in providing better service.
  2. Assists with the upkeep of current compliance forms and procedures throughout the firm.
  3. Lowers the total operating costs.

Making Informed Decisions

Healthcare workers are continually bombarded with new information, yet they struggle to locate it appropriately. If healthcare workers can instantly access organized information from anywhere, at any time, it can genuinely save lives. 

The doctor can rapidly search for and identify symptoms, treatments, and other helpful information using innovative and meticulously decision trees in healthcare call centers, which could forever change patients' lives. 

Doctors, for example, may see up to 50 people every day. Individual appointments rarely allow for tracking down and consulting with additional doctors.

Fewer Errors

As employees leave or are laid off, their knowledge of procedures and current best practices is lost, increasing the number of errors. A blunder might result in tragedy or a multimillion-dollar lawsuit in the healthcare industry. 

Hospitals can use healthcare knowledge management technologies to standardize all operations and give easily accessible training. Doctors, nurses, and medical technicians can access procedures anytime, anywhere if the knowledge-sharing solution offers a sophisticated search and mobile interface.

Secure collaboration

Different professionals can learn from each other thanks to a knowledge-sharing system. Medical data from various sources can be converted to an electronic format and used by clinicians to improve therapy. 

Knowledge management aims to standardize all procedures and increase access to professional education. A knowledge-sharing solution is precious in the medical profession, where errors are costly and life-threatening.

On the other hand, the digital transformation poses new risks to patients' privacy, the doctor-patient relationship, and doctor-patient confidentiality. So, how do medical professionals communicate and benefit from one another's previous and current instances without jeopardizing their professional associations? While keeping the patient private, a knowledge management solution allows healthcare providers to document and discuss symptoms and any other information that may be useful.

In this manner, potentially life-saving information is not kept secret while safeguarding patients' privacy.

Creates organizations that are learning

The use of Knowledge management necessitates the creation of a data-driven continuous-learning environment that promotes experience-based organizational learning. In a learning organization, individuals are consistently learning to see the whole together, where new and expansive patterns of thinking are developed, where collective aspiration is set free, and where individuals are continually learning to generate the results they truly desire. 

Over the last two decades, organizational research has identified three critical variables for organizational learning and adaptability: a supportive learning environment, actual learning processes and practices, and reinforcement-oriented leadership behavior. 

Employees can evaluate our successes and failings regularly as we attempt to improve. This process fosters a learning-by-doing culture based on data-driven assessments of performance and outcomes. Learning from mistakes allows you to gain knowledge that you may utilize to improve care and operations over time.

Avoiding malpractice

Medical misconduct is costly in a variety of ways. Health care professionals will be able to participate in knowledge sharing in a way that has never been done before, thanks to a standardized knowledge management system of new findings and direct experiences.

Health informatics and information management systems would reduce fatal misdiagnoses and streamline medical decision-making at this level. A clinician may search for and use the findings of a study conducted worldwide to effectively diagnose a patient who would otherwise have been misdiagnosed and mistreated in minutes. 

This information could be fetched easily by building up repeatable processes and a library of medical information.


Like every other aspect of their culture, the healthcare community is more technologically connected than ever before. Healthcare companies will publish their discoveries on a never-before-seen scale by uniting global medical findings and making them searchable with straightforward tools. Health care systems will combine their results and provide new patient treatment by utilizing knowledge base tools.

Effective knowledge management system for call centers necessitates organization and must be user-friendly while also reducing the administrative burden on asset managers. The tools, support, and expertise that health organizations have at their disposal determine the quality of treatment they provide.

A knowledge management tool can bring together communities of practice, foster public health innovation, and boost the healthcare system's overall efficiency.


Author Bio: Sowmya is a content developer & digital media specialist at Knowmax, a knowledge management solution for enterprises who are seeking to reduce their support agent burnout & enhance their productivity. 


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