Delivering customer-centric healthcare: The role of the CMO

Now more than ever, patients want to have greater control over their care – from choosing their doctors to gaining more transparency when it’s time to pay the bill. And today’s healthcare organizations must be able to meet this changing expectation or struggle to keep up and remain competitive. But what can healthcare providers do to deliver the experience today’s patients’ demand, while remaining efficient and profitable?

The pressure to provide a more customer-centric environment without compromising quality or increasing cost is continually rising and places more emphasis on the chief medical officer (CMO) – to provide innovation and leadership to the medical staff.

The need for a new approach to healthcare

The need to deliver more personalized, high-quality service is driven by the ongoing implementation of the Affordable Care Act (ACA), which has given individuals more choice in the care they receive. The result is that the entire industry is becoming more similar to other consumer-driven industries; if patients are not happy with the service they receive, they can simply choose not to return.

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