And I Think It’s Gonna be a Long, Long Time Until Healthcare is Truly Consumer-Centric

Consumer-focused industries redefined service delivery in areas like retail/e-commerce, hospitality, events and travel, yet healthcare still has trouble tapping into the wants and needs of consumers. Healthcare is a service after all, arguably the most important service out there. We’ve seen consumer-first companies entering the healthcare space with great success, but they cannot fully replace traditional health delivery models. Outdated methods of communication, a clunky experience and general lack of transparency have been what health consumers come to expect in a traditional setting. In-person care is generally impersonal and transactional, while virtual care is associated with a more positive experience, but not applicable for all care. Enter the hybrid “click and brick” model that blends digital convenience with the trust and services of face-to-face interactions. Perhaps this blend is just what healthcare needs to adequately address all consumer desires and provide an upgraded experience on par with organizations who have mastered the art of the consumer-centricity.