5 things changing : patient experience

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5 things changing : patient experience

  1. 1. 5 things changing Need for you to look at the patient more closelyDr Vijay RaaghavanEngagement Manager I Medium Healthcare Consulting
  2. 2. 1Increase in number of middleclass household has led torise in demand for healthcareservices in the country
  3. 3. 2Patients now seek a moreengaging and empoweringenvironment, are willing to payfor better services inhealthcare
  4. 4. 3He plays a slightly greaterrole in decision making
  5. 5. 4Prevention and WellnessCare at an all time high
  6. 6. 5Technology bound to playan important role inintegrated as well seamlessexperience
  7. 7. There is certainly an opportunity waiting to be leveraged out of thesechanging consumers as early as now – and differentiate First, we need to understand what’s really unique about healthcare delivery. RICHER &EDUCATED FACT 1 DEMANDING Perceptions are more important than reality, loyalty is more important than satisfaction, courtesy is more important than efficiency, and experience is more important than service. OWNERSHIP Mc Kinsey Research FACT 2 FOCUS ON When people are considering seeking healthcare services, most of us PREVENTION unconsciously turn detective, looking for evidence of competence, TECH caring and integrity – processing what we can see and understand to SAVVY decipher what we cannot.” Clueing in customers HBR,2003
  8. 8. There is certainly an opportunitywaiting to be leveraged out of thesechanging consumers as early as nowand differentiate ……

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