Consumer satisfaction is generally ranked lower in health care than services in any other industry. That puts incumbent health leaders at a disadvantage against emerging competition from consumer-focused industries like retail, consumer tech, hospitality. Traditionally, health care providers assume consumers will come knocking for the privilege of service, but other industries work hard to entice consumers and pull them in. Health leaders are often tempted to use advances in technology like Generative AI as quick solves for workforce challenges or billing needs or cost control. Perhaps in no are do we see a greater disconnect between the promise of technology and its impact on quality and outcomes than in patient safety. Ultimately, solving for the patient is the sole path to competitiveness and successful adaptation of new tech. Focusing on the patient builds the right culture, because it attracts health care workers whose life purpose is successful patient care.
