The health care industry is facing significant challenges around rising costs, limited access, and consumer confusion driven by limited transparency and very low consumer satisfaction. As COVID-19 has magnified the demand for health care services, consumers are becoming more sensitive to how they interact with providers. Today, success means accessing what they need in a way that is simple, seamless, and helpful.

Deloitte’s client, a major US health care organization, was struggling to meet patient needs and deliver a superior experience.

Personalizing interactions for consumers was a challenge, along with inefficient care coordination, and the lack of getting patients to adhere to medications correctly. There were often too many touchpoints that consumers needed to follow to get the care they needed, and oftentimes they were difficult to coordinate.

In addition to needing improvements in those areas, the client also needed to expand its data science and cloud data engineering capabilities to address these needs rapidly, especially as the COVID-19 pandemic increased demand for their services.