Why is it imperative to become more consumer-centric?
Historically, healthcare organizations haven’t had an imperative to empower and engage consumers. Consumers didn’t expect it and healthcare organizations’ survival was not dependent on winning with consumers. But now that the era of the ‘e-consumer’ has arrived, healthcare organizations are feeling extreme pressure from consumers and those that ultimately pay for healthcare—governments and employers (in the U.S.). While the reasons each group is demanding consumer-centricity is different, the result is the same: healthcare organizations must change and put the consumer first.
Consumer-centricity in healthcare is having a consumer-first mindset in order to create relevant products, services and experiences to: empower, engage, equip and enable consumers managing their own healthcare.