The pace at which the healthcare industry is evolving has accelerated over the past few years, largely the result of newly introduced regulatory requirements and the shift towards value-based care solutions. But it’s also been in part due to rising expectations among healthcare consumers.
Many industries are shifting to a more personalized, digital business approach to consumer engagement, which some are calling an effort to replicate “the Amazon experience” as services are personalized to suit an individual’s needs. As we are all becoming more accustomed to consumer centricity in everything we do, as evidenced through ever-reducing transaction costs, better transparency, coupled to ever-increasing quality and service levels, it follows that patients and health plan members should, too. The consumer-centric approach offers many benefits to both patients and healthcare providers and goes hand-in-hand with the ideals of value-based healthcare models, where strategies aim to improve health and satisfaction while also controlling and reducing healthcare costs.
