There's help for providers who want to help aging patients navigate complex government websites and access the information and resources they need to overcome isolation, lack of transportation and limited financial resources barring full access to healthcare opportunities. 

By making use of technologies such as artificial intelligence, providers can empower senior patients with the extra guidance and support that informs them and gets them to the point of care, according to Karl Ulfers, cofounder and CEO at DUOS, a senior-focused digital-care-navigation platform designed for Medicare beneficiaries.

According to the company, 60% of people are willing to use AI-powered tools for health answers and to improve their outcomes and experiences. In this Q&A, Ulfers discusses how providers can leverage technology to reach and inform aging patients, increase utilization and encourage preventive care. 

Q. When we talk about access and health equity, why is age a key factor?

A. Age is a crucial factor in discussions about access and health equity because different age groups often have distinct needs, vulnerabilities and barriers when it comes to healthcare. 

As our population ages, the healthcare concerns and needs of older adults and their caregivers are becoming increasingly complex. Navigating the intricate landscape of Medicare, insurance plans and healthcare services can be overwhelming, leaving many feeling lost and uncertain. 

Additionally, older adults tend to have multiple health conditions that require ongoing management and specialized care. They may face challenges such as mobility issues, sensory impairments and cognitive decline, which can make accessing healthcare services more difficult. 

Social factors like isolation, limited transportation options and financial constraints also come into play. Our aging populations require tools and support unique to these specific circumstances and challenges in order to ensure access to care.

Q. What are the greatest challenges older Americans have accessing healthcare?

A. There are many challenges plaguing older adults in accessing healthcare in the U.S., from navigating the healthcare system to health literacy, technology barriers, transportation issues, financial constraints, social isolation and care coordination. 

Older adults often find it difficult to navigate the complexities of the healthcare system, including understanding insurance options, managing appointments and coordinating care among various providers. This can lead to confusion and missed opportunities to deliver necessary care. 

There is also a lack of understanding of medical terminology and health information that can impede an older adult’s ability to make informed decisions about their health. Aside from the educational issues, physical limitations and lack of reliable transportation options can make it difficult for older adults to attend medical appointments and receive timely care. 

To support older generations and break through these challenges, DUOS leverages a large language model to understand and interpret the unique needs of each older adult based on their specific circumstance or situation. By analyzing these factors and the specifics of the health plan they’ve enrolled in, we can recommend the most relevant services and benefits, such as transportation for medical appointments or meal delivery options, tailored to each individual and interpret complex healthcare documents to ensure members are aware of and use their benefits effectively.

Q. Is it just a lack of tech skills, access to smart devices or mobility challenges that account for lower utilization of certain services among the population? 

A. Lower utilization of services for older generations goes far beyond technology or mobility-related challenges. For example, our recent survey found that 49% of older adults don't know the difference between Medicare and Medicare Advantage. 

This raises a critical concern. How can older adults ensure they are on the right plan that best meets their health and aging needs? 

Additionally, older adults and caregivers find themselves grappling with a lack of clear and accessible information, leaving them with feelings of confusion or ambivalence. For instance, a staggering 47% of respondents are unaware of the supplemental benefits offered by Medicare Advantage plans, which could potentially alleviate some of the financial and practical burdens associated with daily life.

Q. Is the healthcare industry missing opportunities to provide senior patients with better care and better access to care?

A. When we think about older generations, we often think they can’t use or don't want to use technology, especially for navigating healthcare. However, we have found that the opposite is true, and the industry is underutilizing technology when it comes to older adults. 

About 75% of adults aged 65 or older are internet users, and 61% own smartphones, according to Pew Research. DUOS also found that 61% of people it surveyed this year believe that digital health tools improved public health over the past three years. 

As trust in technology use with older adults grows, providers and others in the industry must be willing to utilize it for engaging with and supporting these populations as a means to improve care access.

Q. What are some engagement strategies providers can leverage to improve their abilities to provide holistic care? 

A. Providers can leverage technology to foster meaningful connections that empower older adults and promote proactive health engagement. 

We recognize the critical need for older adults to feel supported in their health journey, especially when navigating complex care decisions. A large portion of this population struggles with understanding health information, particularly printed materials. 

By partnering with technology developers or solutions, providers can create digital touchpoints or platforms that are intuitive and tailored to the unique needs of older adults – featuring simplified interfaces, clear language and step-by-step guidance. 

These tools not only close the information gap, but also encourage preventive care and greater self-management, enabling older adults to take charge of their health. When engagement strategies like these are executed effectively, they enhance the quality of life, ensuring that it's not just about adding years to a person's life, but adding meaningful, healthy years.

Q. How can technologies, including artificial intelligence, help those that feel lost and uncertain about their care opportunities?

A. Technologies like AI hold tremendous potential to empower older adults who feel lost or uncertain about their healthcare options, particularly when navigating complex systems like Medicare Advantage.

Many older adults either don’t fully understand the benefits available to them or struggle with how to access and use these benefits to address key aspects of their lives – whether it’s transportation, food security or home safety. 

Our recent survey found that five out of 10 individuals are unaware of their Medicare Advantage benefits, and an additional three point five don’t know how to use them. Integrating AI can help reshape healthcare for older adults, offering benefits such as faster access to information and more efficient care. 

Many older adults either don’t know about these benefits or aren’t sure how to use them, which means they miss out on valuable resources that could address their day-to-day challenges. 

According to our national survey, 60% of people are willing to use AI-powered tools for health answers, highlighting a growing trust in their ability to improve health outcomes.

Andrea Fox is senior editor of Healthcare IT News.
Email: afox@himss.org
Healthcare IT News is a HIMSS Media publication.