Speaking to Today's Healthcare Consumer

Resources from today's episodePatient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect (Ache Management)Through the Patient’s Eyes: Understanding and Promoting Patient-Centered CareChilling trend: A longer, deadlier pandemicTakeawaysDelivering the care patients expect“Through the Patient’s Eyes,”  set the stage for a new, patient-centric paradigm in healthcare in 1993, and now “Patient No Longer” takes it a step further, challenging the healthcare world to look at patients as consumers.COVID-19 accelerated digital adoption and virtual care, expediting the consumerization of healthcare. The following language shifts can influence how we perceive and deliver patient care.  They encourage us to increase outreach before, during, and after care.Positioning → BrandPatient Experience → Consumer ExperienceWhere digital efforts should fit inLeaning into increased demand for virtual care allows health systems to create a positive first impression and creating more business down the line if more acute conditions arise. Health systems should weave digital efforts into the whole care experience rather than specific isolated moments. A different perspective on vaccine sentiments Many surveys report a high percentage of respondents who oppose COVID-19 vaccination. NRC Health found in their recent study more optimistic findings — only 14% of respondents saying they will not get the vaccine. Why the results are different: NRC Health offered a middle ground, “I’m going to wait and see,” which captured 25% of respondents. It's important to design survey questions for neutrality and factor in the way people think, act, and feel.