Why Healthcare Data Matters
The healthcare industry is the fifth largest in the United States, contributing more than $1.2 trillion to the Gross Domestic Product. But healthcare ranks dead last out of 25 industries in the United States for simplicity of experience. Whether it's interminable wait times, never-ending stacks of paper forms to complete, confusing terminology, or overly complex insurance plans, the healthcare industry has become one that U.S. consumers love to hate.
As customer experience continues to evolve as the last true competitive differentiator in most industries, it stands to reason that the experience must improve in healthcare in order to provide the best care possible.
Today's patients have greater understanding, are more technologically savvy and have increased expectations. patients expect to have a say in making critical decisions, secure help when required and be able to ultimately help decide their own consumer experience.
This means being able to research decisions on their own terms, having information available at their fingertips across devices and channels that is current, consistent and contextualized.
Patients are more knowledgeable than ever before and as such have little time for experiences that are sub-par.
Often the importance of patient's time is misjudged, failing to understand that next to money, time is at the top of their priority list.