The New Consumer Adage: I Want It My Way & Now

In the past, consumer access to health care systems and professionals was through telephone appointments, written prescriptions, and face-to-face meetings. That has all changed.

U.S. consumers have come to expect tech-enabled convenience in most parts of their life – they pay their bills on-line, change their airline seat with an app, compare hotels and book rooms on-line, drive through toll booths with EZPass, take online courses at night, and automatically reorder supplies with a single click on Amazon. And, they are increasingly expecting (and certainly preferring) this convenience in their interaction with the health care . . .