patient experience, customer service, healthcare cost, healthcare quality, healthcare service, consumers, healthcare spending, pricing transparency, convenience, competition, consumerism, cleanliness, CMS, patient satisfaction
Consumers are gaining more control of healthcare spending. This will lead to a new culture where cost, quality and service are all part of the value equation. With pricing transparency and quality reporting standards, the true differentiator in the future will be service. Savvy healthcare leaders will transform their institutions to be consumer rather than patient focused, leading to new standards in care and service delivery.
Related Body of Knowledge courses: History.