Medscape January 10, 2020
About 80% of people seek information online before they become our patients, said Nancy Howell Agee, president and chief executive officer of Carilion Clinic, a nonprofit integrated health system serving about a million patients in Virginia.
“That’s a consumer,” she told Medscape Medical News.
“I struggle with ‘consumer’ versus ‘patient’, as that implies a patronizing relationship,” she said. “But when we say they are consumers, we need to own those words and not shy away from them. The fact is, our patients are consumers who can — and need — to use information to engage in their own health.”
And lessons from the retail guidebook for engaging consumers are leading to a paradigm shift in patient engagement, said Agee, who...
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