I know from experience that being diagnosed with a serious illness is scary and upsetting. Adding frustration to the situation is learning that one (or more) of your health care providers—the clinical left and right hands, so to speak—may not be aware of what the other “hand” is doing – even though they are supposed to be teaming to treat your illness.Read more
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Health care stakeholders have long recognized that factors outside the health care system –the social determinants of health (SDoH) – influence an individual’s health and well-being. Many hospitals, health systems, and health plans are navigating the challenges of effectively linking data related to the SDoH and clinical services to improve health outcomes in the long term.Read more
We’ve seen this before—spurred on by technology advances and changing market conditions, customers can gain the upper hand in their relationship with industry. Empowered to choose where and how they transact business, customers often begin to drive transformation from the outside in. Meanwhile, as some industry players struggle to make sense of their customers’ power,Read more
Albert Einstein was once quoted as saying that the definition of insanity is doing the same thing over and over and expecting different results. The principles of innovation also tell us that doing the same things the same way will produce the same outcomes.
Today, many in health care are seeking ways to improve quality and lower the overall cost of chronic care,Read more
Over the last few years, health care has been in a long conversation about how the industry could take a page from retail to develop customer-centric strategies. The conversation has mainly been around potential disruption from retail clinics, which are certainly transforming patient care, but that focus is a bit myopic. Sure, retail clinics are growing,Read more
In this interview, Matthew Hitch, Principal, and David Betts, Principal and leader for Customer & Digital Transformation for health care providers, at Deloitte Consulting LLP discuss the potential benefits of elevating the customer experience and ways to change service delivery.
The consumer experience is a significant focus in health care right now.Read more