How will our healthcare system evolve in the next five years?
It’s an interesting question that we may not exactly know the answer to yet, but many healthcare experts are speculating how the pandemic is re-shaping the current system. One recurring theme, however, is that the patient experience is paramount to the success of providers and patient care.
We checked in with healthcare industry leaders from the Department of Veterans Affairs, Stanford Healthcare, and Sitecore to hear about their vision for the healthcare system of the future.
“Traditionally, the relationship between payers, providers, and patients followed a predictable pattern — built around the convenience of the payer and provider firm,” states The Patient is Ready to See You eBook by Sitecore. “But now the industry is realigning itself increasingly around the priorities of patients. The change is unstoppable — and healthcare companies must act swiftly to avoid getting left behind.”
“Consumer expectations for healthcare are the same as those for retail or hospitality — convenience, responsive service, and user-friendly communication — but a huge chasm exists between those expectations and what the industry delivers,” said Kate Dalbey, Senior Vice President of Client Services, Hero Digital, in a recent blog. “So why are healthcare providers late to hear the customer experience siren that has roused countless other industries to prioritize delighting their audiences?”
“Patient experience is a huge component of our culture,” said Evan Moh, senior data scientist in the patient experience department at Stanford Healthcare, during a recent HIMSS20 Digital presentation. “We put a huge emphasis on patient experience, no matter where a patient sees us in our system,” said Carlos Montalvo with Stanford Healthcare.
“When it comes to patient engagement, one of the things we’ve been focused on for a while at Sitecore – even before the pandemic – is the need to create human connections as a key part of digital transformation journeys,” said Paige O’Neill, Chief Marketing Officer at Sitecore, “At the end of the day, customers are all human beings. And the providers that understand this and adapt customer communications appropriately will make it through, not just this current crisis with better customer relationships, but they will establish lasting and long-term connections with those patients.”
“People today expect more from their digital experiences,” states a recent Accenture report. “They want to feel important and as if the healthcare organization recognizes and takes notice of them. Gone are the days of mass services and black box personalization.”
“Provide high-quality access to care for our Veterans, even during these challenging times, is exactly what we will do,” said VA Eastern Kansas Director, Rudy Klopfer. “We will not stop at 10,000 and will remain committed to offering a seamless user experience ensuring Veterans have access to care where and when they need it.”
“Healthcare standards are changing, and these changes are putting patients firmly in the driver’s seat. For patients, healthcare is critical, and maintaining a high standard of care not only is imperative for well-being and comfort, but it can also often be the difference between life and death,” said Scott Anderson, in a recent blog.
One thing is clear – healthcare organizations need to forge a clear path forward in the post-pandemic world. Is your healthcare organization ready to move forward with the future patient experience?
To learn more about 5 factors driving the industry’s transformation and insights on how to thrive – not just survive the industry’s shift, download this eBook.