In health and human services, consumers want information and control over their health. This means everything from what professionals they see, to how they see those professionals. And the operationalization of consumerism seems to require two components of mass customization – one is the method that many consumers are choosing to “interface” with the health care system (to see that component, check out this month’s article, Changes In Consumer “Interface” Options). The other is a system that offers consumer decision support. Overwhelming, our coverage of the industry in the past year . . .
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