Shift 3: From Population-Centric to Person-Centered

The Challenge

Healthcare organizations are good at treating patients as individuals when they are face-to-face with the doctor, but when it comes to interactions and experiences outside of the clinic these organizations typically paint patients with a broad brush.

Healthcare organizations, especially those in the U.S. where healthcare continues to move towards value-based care, will need to learn how to better tailor experiences to engage people on their own terms, in a way that helps them get and stay healthy.

The Solution

Individualized care means creating experiences that are tailored to individualsʼ motivations, health status and preferences. While some organizations have tools in place like segmentation, imagine how much easier patientsʼ lives would be if their doctors offered truly customized healthcare experiences. Many organizations only focus on ease and simplicity of experiences, but those canʼt come at the expense of relevancy. To create relevant experiences, data is key.

Download the full report to see how Novant Health, BlueCross BlueShield of Florida, Geisinger Health System, and more are progressing on this shift.

How to make this shift

Move from populations to groups

To better serve consumers, healthcare organizations can group its population into various patient profiles. This requires getting to know consumers beyond their demographics, and exploring their needs and attitudes towards health.

Move from groups to individuals

Organizations can even further target their reports by leveraging patient data to personalize and customize the experience.

Niyum Gandhi

Niyum Gandhi

EVP and Chief Population Health Officer, Mount Sinai Health System

Someone healthy and busy defines
high-value care very differently
than someone with two different chronic diseases that moves in and out of homelessness.


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Are you ready to create
consumer-centric healthcare experiences?