Understanding what drives consumers
A recent survey by Oliver Wyman Health Innovation Journal discussed the ways health systems, providers, and payers can better understand the wants and needs of patients as consumers.
What Patients Want
In healthcare, consumer-centric remains an emerging concept. The complexity of the services, payment structures, and even emotions involved seems to have made “consumer-centric” an excellent, yet hard-to-achieve aspiration.
When health systems and providers start thinking about the motivations of patients and the jobs to be done for them, they will stop thinking of the consumer healthcare path as merely a series of services and activities. They will begin to make healthcare more consumer-centric.
The first step is to move beyond a narrow view of healthcare – a patient sitting with a doctor in an exam room or waiting for an MRI at a hospital. The industry must think through the full spectrum of activities individuals undertake in the quest to improve and maintain their physical and mental health. These activities are often fraught with uncertainty.
Consumers struggle with making and sustaining healthy choices related to nutrition and physical activity. They have trouble fitting medical care into their busy lives, with its 9-to-5 weekday schedule. They are unsure how their health decisions today will affect their finances tomorrow. What’s more, they are increasingly being forced to navigate the system not only for themselves and their children but also for their aging parents.
Taking this broader perspective, it is clear that the most salient consumer health issues are often ones never addressed within the four walls of most medical facilities.
The Healthcare Journey
To achieve consumer-centricity, health systems must start to visualize the consumer journey from start to finish. Using findings from the 2017 Oliver Wyman survey of over 2,000 healthcare consumers, here are five steps identified to help healthcare leaders better meet consumer needs:
Customer centricity is sometimes used as a catchall term for talking about customer feedback or customer satisfaction results, but making people happy is only one part of the equation. To have sustained success, Health Systems must understand current customer needs and wants, and ensure that there are the right internal and customer-facing strategies, processes, and marketing initiatives to satisfy them. Implementing these 5 steps can provide a competitive advantage for your practice.
Utilizing Curae™ will allow your organization to create a patient-centric solution, while simultaneously benefiting your health system’s financial standing. With decades of experience, millions of customers served, and billions of dollars in loans funded, Curae™ gives any health system the ability to provide their patients with flexible payment options.
Curae’s non-recourse technology platform enables providers to offer a revolving line of credit for patients exclusive to their health system. You can now receive funding within 24-48 hours, reduce accounts receivable, and increase patient satisfaction through and automated and easy to use design. Right now, is the time to consider positively impacting your health organizations and the lives of those who rely on you for treatment. Empower your community to say yes to the best healthcare for their best selves with Curae™.
To learn more about Curae™ or find out if Curae™ is the right solution for your organization, Get Started Now.