5 Trends Are Driving The Transformation From Patient Encounter To “Customer Experience”

1. Increased Cost Sharing- Higher deductibles and tiered pricing have forced patients to take a more active role in their healthcare decisions
2. The Push For Value By Payers And The Government- There is a greater focus on cost containment, quality and transparency
3. “On-Demand” Health Care- Nearly 1 out of 4 patients said they had sought treatment at a retail clinic in 2011
4. Information Access- There is a decentralization of power as more patients seek healthcare information on the Internet
5. Health Reform- An estimated 30 million newly insured Americans will be seeking care, and standardized insurance means providers will have to differentiate themselves on the basis of customer service

Source: Price Waterhouse Coopers
Source URL: http://healthcare.dmagazine.com/2014/07/28/physicians-have-a...

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