Technology Innovation Provides a Road Map for Consumer's End-to-End Healthcare Journey

There is no question that healthcare has been lagging in technology innovation. However, consumer demand is driving transformation, pushing us toward implementation of more personalized, higher quality and efficient processes. Consumers have come to expect a seamless, transparent and convenient “on-demand” healthcare experience, while clinicians are searching for new tools to optimize their workflows and better predict and manage patient care.

To bridge the divide between what consumers and clinicians want, and what healthcare organizations have traditionally fallen short in providing, we must commit to allocating resources to innovate and implement technology-enabled products. To be successful, these advances must aid consumers in every step of their healthcare journey from learning about symptoms to scheduling an appointment online, to an omni-channel approach to communication and bill payment. Simply stated, we need to harness the power of technology in a way that other industry segments have already mastered – and then do more.

This includes developing a suite of solutions that organizes consumer (and related) data to deliver on a personalization engine that anticipates needs, customizes digital and care experiences, and provides ongoing communication around what customers want most.