HIT Consultant February 28, 2025
Patient experience (PX) in healthcare is a crucial factor in engagement, compliance, and operational efficiency. But as digital interactions increasingly shape how patients access and navigate care, healthcare providers are rethinking their strategies. No longer is it enough to simply digitize services; the challenge now is to orchestrate digital touchpoints that minimize patient friction while ensuring regulatory adherence under evolving Health and Human Services (HHS) and Office for Civil Rights (OCR) guidelines.
The expectations placed on healthcare providers have never been higher. Patients expect seamless, consumer-grade experiences akin to what they receive from e-commerce or financial platforms. At the same time, privacy concerns have made hyper-targeted personalization less viable. Unlike retail, where recommendation engines drive engagement, healthcare presents unique sensitivities...
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