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Healthcare Strategy in the Age of Consumerism: Meeting Patient Expectations in a Digital World

July 2023

In today’s digital era, consumer expectations are revolutionizing the healthcare landscape. Patients now expect personalized, convenient, and transparent experiences throughout all touchpoints with the healthcare system. As a result, organizations must adapt their strategies to meet these evolving expectations.


Today, we explore ways that healthcare organizations can embrace digital technologies and adopt patient-centric approaches across the spectrum of the healthcare consumer journey to enhance the patient experience, improve outcomes, and stay competitive in today’s on-demand world.


Healthcare Strategy in the Age of Consumerism: Meeting Patient Expectations in a Digital World Alan Trimakas, MBAPrincipal July 2023 In today’s digital era, consumer expectations are revolutionizing the healthcare landscape. Patients now expect personalized, convenient, and transparent experiences throughout all touchpoints with the healthcare system. As a result, organizations must adapt their strategies to meet these evolving expectations. Today, we explore ways that healthcare organizations can embrace digital technologies and adopt patient-centric approaches across the spectrum of the healthcare consumer journey to enhance the patient experience, improve outcomes, and stay competitive in today’s on-demand world.



1) Intake / Personal Health Information: From a patient’s very first interaction with the system, organizations should focus on easy and intuitive functionality. Implementing user-friendly patient portals and mobile applications engenders critical positive first impressions of the system and promotes patient engagement by enabling users to securely enter and access their personal health information and simplifying administrative tasks.

2) Issue Identification & Medical Outreach: Quickly and efficiently identifying the patient’s core health issue plays a crucial role in meeting patient expectations. Prompt and proactive outreach through personalized communication channels can help patients address their healthcare concerns early on, improving patient outcomes. Organizations should also evaluate their ability to leverage data analytics and artificial intelligence to identify individuals at-risk or in-need early on.

3) Initial Medical Assessment: Providing patients with convenient access to their initial medical assessment is an important step in the healthcare journey. Telemedicine platforms enable remote consultations, eliminating geographical barriers and enhancing convenience. Through video or chat consultations, patients can receive initial assessments, advice, and treatment recommendations from their healthcare professionals, ensuring timely and efficient care.

4) Coordination with Specialist: For complex medical cases, seamless coordination with specialists is vital. Organizations should integrate a comprehensive digital platform throughout all care processes to facilitate communication and collaboration between the entire care team and patients. This ensures a smooth transition and efficient exchange of medical information, leading to better continuity of care and improved patient satisfaction.

5) Diagnostic / Ancillary Services: Efficient access to ancillary services is critical for timely and accurate diagnoses. Organizations should invest in technologies such as online appointment scheduling to advanced imaging as well as digital imaging platforms to streamline the process. This empowers patients to conveniently schedule and receive necessary tests, leading to faster diagnosis and treatment planning.

6) Treatment / Procedure: Digital tools that provide educational materials, progress tracking, and virtual support groups can enhance patient empowerment and adherence to treatment plans. Clear communication about treatment plans, personalized care options, and active involvement in shared decision-making promotes patient engagement and satisfaction.

7) Post-Treatment Care / Follow-up: Healthcare organizations should also explore digital platforms that facilitate remote monitoring, telehealth follow-ups, and virtual support for patients. This not only enhances convenience but also enables timely intervention, reducing the likelihood of complications and improving patient recovery.

8) Payment for Services: Simplifying the payment process contributes to a positive patient experience. Offering digital payment options and transparent cost estimates enhances convenience and reduces administrative burdens. Patient portals can provide real-time access to billing information, payment history, and insurance coverage, allowing patients to navigate the financial aspects of healthcare with ease.

9) Lifestyle Management: To truly meet current patient expectations, healthcare organizations should extend their support beyond traditional medical services. Integrating lifestyle management programs into the healthcare consumer journey promotes holistic well-being. Digital tools, such as mobile apps for tracking exercise, nutrition, and mental health, empower patients to actively manage their health and make informed lifestyle choices. In the age of consumerism, healthcare organizations must reevaluate their compact with patients. By embracing digital technologies, personalizing care, promoting transparency, and providing convenient access to services and information, healthcare providers can evolve along with consumer expectations.


Alan Trimakas, MBA

Principal


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