There is no question about it. Our market is fast-paced and things are only starting to move faster. The collection of data and it’s insights are helping companies identify problems, needs, and gaps in the product and service market. The healthcare industry is no different. In an evolving market, healthcare organizations need to go beyond providing appropriate care with optimal outcomes. Instead, they must engage patients and provide superior services to earn customer loyalty. A deep understanding of customers will move healthcare forward.
Take Ford for example. Ford no longer defines itself as a car manufacturer. Instead, they see themselves as a mobility company, understanding that people will buy fewer vehicles in the future, but will still need transportation.
Ford diversified their portfolio of products and services to match their new approach. They now invest in business lines that offer ride, car and bike-sharing, and data analytics. Ford’s new vision reflects a deep understanding of their customers.
Healthcare Systems At a Junction
Healthcare companies are at the same junction. New entrants, new technologies and shifting demographics trends mean that the future will not resemble the past. To envision healthcare’s future, it’s time to consider what consumers want from health companies.
Successful health companies will be the ones that go beyond providing appropriate care with optimal outcomes. They will engage patients and provide superior services to earn loyalty. Furthermore, health companies that ignore those key functions will lose relevance and market share.
Patients in need of chronic and non-acute care will see more and more options for healthcare. They will choose organizations that offer better value and more personalized and convenient services at lower prices.
Healthcare designers can help organizations develop environments that engage consumers and exceed their expectations of service.
Marie Wikoff is the creator of Wikoff Design Studio based out of Reno, Nevada. Her expertise in healthcare design has helped develop
Deao, Craig. “Engaging Patients in the New Era of Consumer Choice – Huron.” Huron Consulting Group, Nov. 2019, www.huronconsultinggroup.com/resources/healthcare/engaging-patients-consumer-choice.