The Ultimate Patient Experience: Retail-Like, Omnichannel Engagement

The significance of both patient experience and patient satisfaction has grown substantially in the last decade, as consumer out-of-pocket costs have skyrocketed under high-deductible health plans and other cost-sharing arrangements. And their significance will continue to grow as healthcare consumers come to terms with their newfound patient financial responsibility.

Patients are no longer surprised when they owe something for a routine visit to the physician’s office or an elective hospital procedure (although just how much can come as a shock for some).

But now that patients have come to expect out-of-pocket costs, their payment preferences are evolving. Healthcare organizations need to be looking forward—beyond the needs of today—to align their patient satisfaction strategies with the ultimate patient experience: a retail-like encounter with omnichannel patient engagement.