The modern healthcare system is increasingly becoming a consumer-directed industry. The rise of health insurance exchanges, the increase in high-deductible health plans, and the explosion of social media have motivated individual consumers to take a more active role in purchasing and providing for their own healthcare.
Newly empowered consumers in the healthcare marketplace are forcing the industry to discover and address patient preferences. Today’s consumers are more monetarily liable for their own care, and they want clear, transparent, simplified information on prices, provider networks, and quality. They desire greater flexibility to accommodate their schedules, such as retail clinics. They are savvy customers, increasingly likely to do their homework on price and service before accessing care. In general, they will reward the providers and payers that display the most flexibility in meeting their needs.
Dr. Larry Kaiser, President & CEO of Temple University Health System, describes how Temple is improving the healthcare customer experience.
Scoring healthcare: Navigating customer experience ratings. Consumers face a myriad of healthcare ratings and review sources.