4sight Health October 10, 2023
In March of 2022, I coauthored a commentary titled “Healthcare’s Final Frontier: Engaging Customers.” It contained this tongue-in-cheek Star Trek reference: “Healthcare is now boldly going where most industries have gone before — into full-fledged consumer engagement.”
Wanting full-fledged consumer engagement and making it happen are not synonymous. In the best of healthcare times, providers and payers struggle to create cohesive, longitudinal customer experiences that delight consumers with exceptional service. In the worst of healthcare times, the customer’s experience is a labyrinth filled with inadequate guidance, excessive wait times, duplicative administrative procedures and opaque pricing.
As they continue to advance, digital technologies offer the promise of making the complex simple and easing consumers’ healthcare journeys. Great technologies, however, cannot by...
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