Powering the patient experience
Patients and their families have choices when it comes to their health care. And just like any other consumer, they’re shopping for the best prices, the best service and, more importantly, a provider they can trust and return to again and again.
As more individuals and families have high-deductible health plans and pay more out-of-pocket expenses, they demand a better experience. Chains of urgent care centers and retail stores have entered the provider market and now compete against long-standing hospitals and physician practices. Value, convenience and quality remain critical but it’s time to think bigger. We need to understand how each of these core elements of care contributes to the overall experience a patient has when interacting with our health systems.
In addition to delivering quality care and outcomes for the patients and families they serve, providers are increasingly expected to optimize their patients’ entire experience. I believe we can turn to our everyday retail and consumer experiences for guidance because health care providers are competing for loyalty with the same comprehensiveness, consistency and flexibility of services and options that businesses like Amazon, Starbucks and Uber promise.