The evolution of healthcare consumerism — How hospital leaders can bring a consumer-centric patient journey to life

Historically, healthcare has lagged other industries like retail and banking in the delivery of a consumer-centric experience. This is changing, however. As patients' out of pocket spending has increased, so has their desire for convenience and price transparency, and providers are under pressure to deliver on both fronts.

While providers are intensifying efforts to deliver a consumer-centric experience hospitals and health systems face barriers to this goal that are unique to the healthcare industry. Most providers are operating on razor-thin margins with limited resources. Still, hospitals and health systems in highly competitive markets can realize significant advantages from consumer-focused investments.

According to a group of senior executives who spoke with Becker's Hospital Review during a roundtable discussion sponsored by Optum, the shift to a holistic and transparent patient experience requires every aspect of an organization's care and operational model be tailored to support that effort. This ebook details how health systems are embracing new technologies, different ways of hiring, flexible hours of operation and more to bring consumerism to healthcare.

Discussion participants included:

  • Rob Linnander, Vice President of Revenue Cycle Consulting, Optum360
  • Laura Anderson, Vice President of Product Management, Optum360
  • Stan Salwei, Director of Patient Financial Services, Altru Health System (Grand Forks, N.D.)
  • Rick Lyman, Vice President Revenue Cycle Management, Memorial Hermann Health System (Houston)
  • Vince Pryor, Senior Vice President & CFO, Silver Cross Hospital (New Lenox, Ill.)
  • Shelly Schorer, CFO, Northern California Division of CommonSpirit Health (San Francisco)


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