It should come as no surprise that today’s healthcare consumer is savvier than ever.
PricewaterhouseCoopers’ “Birth of the Healthcare Consumer” report, in fact, shows empowered consumers are shaking up the $2.8 trillion U.S. healthcare industry, piece by piece.
“With rising expectations for transparency, value, and customer service, as well as a willingness to seek healthcare service from less traditional sources,” notes PwC, “the healthcare market as we know it is being upended – and the consumer is in the driver’s seat.”
PwC makes the point that such rising consumer expectations create not just opportunities for healthcare organizations but also challenges. In order to succeed in today’s competitive healthcare landscape, in other words, health systems must distinguish themselves in three ways: 1) consumer experience, 2) consumer choice, and 3) consumer engagement.
So how can providers drive robust patient engagement, proactive coordination of care, and overall patient health? More