US health leaders say that building a better customer experience for patients is a top priority. Yet, despite spending millions of dollars on the administrative aspects of healthcare such as online billing, digital communication tools and facility improvements, a gap remains between where companies need to be and where they are today. The primary reason for this gap is that the US health industry is not able to reap the full potential of data being generated about American health consumers. Health companies lack a complete view of their customers because they lack data.
Health companies should start connecting data about not just the patient encounter but also the preferences and social circumstances shaping everyday health and healthcare-related purchasing decisions. This will be crucial for delivering an outstanding customer experience that can increase brand strength, grow market shares of profitable business lines, enhance margins and improve health outcomes—all crucial for value-based care.
HRI found the features highlighted in black below to be highly valued across all customer segments in its 2017 consumer experience tradeoff survey.
No single stakeholder has the complete picture
Connected health consumers have new expectations. Health industry players need to rethink their relationships with patients.
Partner, Pharmaceutical and Life Sciences Consulting Solutions Leader, PwC US
Health Services Consulting Solutions leader, PwC US