Building Care Around the Consumer
For consumers, a provider’s website often serves as a “digital front door” for awareness and consideration of the care they offer, and how and where consumers can receive that care. But when it comes to providing a seamless, integrated digital website experience, providers are known to lag such consumer-friendly industries as banking, retail/ecommerce, and hospitality.
A Guidehouse/Centric Digital analysis of 1,400+ provider websites not only confirms this assertion but also shows providers’ digital acumen even further lags payers, retail pharmacies, and other healthcare disruptors – the same organizations that are aggressively competing with traditional providers for non-acute care market share.
This is one example of how disruptors are changing the healthcare landscape, and another harbinger of the future unless providers significantly enhance and modernize their digital strategies to better suit consumers.
The expert
Subra Sripada
Partner
Healthcare
312.583.2822
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With consumerism boosting digital engagement, providers will need to enhance their digital presence or risk losing consumers to healthcare disruptors .”
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Partner
Subra Sripada
Back home
Consumers are increasingly likely to judge the quality of their care based upon the service experience they receive. While consumers will inevitably continue to visit hospitals for more specialized acute care, disruptors’ consumer-friendly digital acumen has them poised to gain primary care and other less-acute service market share.
Unlike disruptors, health system digital operating models are too often built around providers. An impactful digital structure cannot be developed in the way providers traditionally think about care delivery – it must be developed from a consumer standpoint. Leadership should look to more digitally advanced industries as models for their digital offerings and consider hiring IT leaders from them as they round out their digital teams.
What Providers Need To Do:
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Developing a Sustainable Digital Operating Model
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Unintended Consequences of Convenience
A Guidehouse/Centric Digital analysis of 1,400+ provider websites not only confirms this assertion but also shows providers’ digital acumen even further lags payers, retail pharmacies, and other healthcare disruptors – the same organizations that are aggressively competing with traditional providers for non-acute care market share.
This is one example of how disruptors are changing the healthcare landscape, and another harbinger of the future unless providers significantly enhance and modernize their digital strategies to better suit consumers.
