Podcast — Speaking to Today's Healthcare Consumer
With Ryan Donohue, Corporate Director of Program Development, NRC Health
Resources from today's episode
Takeaways
Delivering the care patients expect
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“Through the Patient’s Eyes,” set the stage for a new, patient-centric paradigm in healthcare in 1993, and now “Patient No Longer” takes it a step further, challenging the healthcare world to look at patients as consumers.
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COVID-19 accelerated digital adoption and virtual care, expediting the consumerization of healthcare.
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The following language shifts can influence how we perceive and deliver patient care. They encourage us to increase outreach before, during, and after care.
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Positioning → Brand
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Patient Experience → Consumer Experience
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Where digital efforts should fit in
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Leaning into increased demand for virtual care allows health systems to create a positive first impression and creating more business down the line if more acute conditions arise.
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Health systems should weave digital efforts into the whole care experience rather than specific isolated moments.
A different perspective on vaccine sentiments
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Many surveys report a high percentage of respondents who oppose COVID-19 vaccination. NRC Health found in their recent study more optimistic findings — only 14% of respondents saying they will not get the vaccine.
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Why the results are different: NRC Health offered a middle ground, “I’m going to wait and see,” which captured 25% of respondents.
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It's important to design survey questions for neutrality and factor in the way people think, act, and feel.
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