By NRC HEALTH | January/February 2019
SUMMARY: Few healthcare executives would be surprised to see that improving the patient experience has been called “the next frontier in health tech.” It’s a frontier they’ve been exploring for years.
Health system leaders know, better than anyone, that consumers are demanding more from their providers. Patients don’t just want excellent care. They want excellent service, too, which means — among other things — care delivered with more ease, convenience, and choice.
To thrive under these consumerist pressures, organizations must continuously innovate. They can never relent in the pursuit of a perfected patient experience, nor can they stop uncovering the data to drive their decision-making.
But as the year comes to a close, there’s value in pausing to take stock of how far we’ve come, and how far we have yet to go. How are consumer demands changing? In what way is the patient-provider relationship evolving? And, going forward, how should health systems respond?
These questions and more are addressed in NRC Health’s 2019 Healthcare Consumer Trends Report.