Article
The tail wagging the dog
How retail is changing consumer expectations of the health care patient-provider relationship
Outpatient satisfaction levels are trending downward. Consumers are starting to exert their power by making more demands on the health care provider-patient relationship and expecting to be treated in much the same way they are accustomed to being treated in their daily interactions with retailers.
Given that many health care provider visits are tied to a health issue, it is no surprise that these visits can be an unpleasant and dissatisfying experience compared with interactions with other service providers. However, outpatient satisfaction levels appear to be trending downward. Also noteworthy is the fact that consumers are starting to exert their power by making more demands on the health care provider-patient relationship and expecting to be treated in much the same way they are accustomed to being treated in their daily interactions with retailers.
This article highlights three technological and consumer trends driving this increase in consumer expectations and the demand for a different type of health care provider-patient relationship. These trends are:
- Increasing knowledge and awareness of choices
- Increasing expectation for value and cost transparency
- Increasing desire for a collaborative provider–patient relationship
Three strategies currently employed by retailers are proposed that health care providers should consider to respond to this shift in expectations.
The tail wagging the dog