Becker's Healthcare May 8, 2024
Healthcare is becoming a consumer-based industry as patients have more freedom to choose when and where they receive care. Hospitals are adjusting their operating models as a result.
“The healthcare system all over our country has traditionally built its processes around those that provide the care,” Peter Banko, president and CEO of Baystate Health in Springfield, Mass., told Becker’s. “That doesn’t work anymore for our consumers in what has become a consumer- and digital-centric world.”
McKinsey’s consumer Health Insights Survey found 45% of consumers are researching providers and in-network costs before choosing a health plan, and 44% are doing similar research before making an appointment. Patients are researching two to three providers before making a decision, prioritizing high-quality organizations and...
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