Five key focus areas for building a consumer-centric healthcare organization

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Five key focus areas for building a consumer-centric healthcare organization (Modern Medicine Network)

The Managed Healthcare Executive (part of Modern Medicine Network) tackles the idea of consumerism in healthcare, specifically the shift of patient-to-consumer as consumers begin to shoulder more of the burden of their own healthcare costs. This means a “higher demand for the full consumer experience in all areas of interaction from website portals to personal interactions with healthcare staff.”

Highlighting the move to value-based care and higher out-of-pocket costs as key drivers for consumers to be more engaged with their healthcare spending, this article notes that “this is the start of converging complementary needs—population health management at the individual consumer level as well as the provider level meeting quality and contract needs.”

Healthcare providers need to tap into this shifting demand, going beyond simple cosmetic changes to achieve a “simple, standardized, effective and efficient consumer experience across the care spectrum (wellness, prevention, illness, chronic care) and across the touchpoints (care evaluation, selection, access, consumption, payments and customer service etc.).” The Managed Healthcare Executive shares key strategic considerations for providers and organizations including “seamless integration with external stakeholders like payers, suppliers and distributors, pharma companies and healthcare services organizations” and “making employee engagement integral to consumer engagement.”

Delaware is already moving providers in this direction, putting a strong emphasis on having a person-centered healthcare system. Specifically, DCHI’s Patient and Consumer Advisory Committee is designed to ensure that patients (and patient engagement) are at the center of Delaware’s health care innovation initiatives. The vision of the committee is for individuals to engage meaningfully in ensuring their own health and wellness, and to better understand how health care transformation efforts can impact them and improve the quality and cost of care in the state. For more information about DCHI’s Patient and Consumer Advisory Committee, please visit us at

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