By Monica E. Oss, Chief Executive Officer Consumers satisfaction and experience in health care are getting more attention. Consumers’ satisfaction with their experience has been linked to continuity of care (see Continuity Of Care Is Associated With Satisfaction With Local Health Care Services) and improved outcomes (see Why Improve Patient Experience?). But only one in three consumers report never having had a bad “patient experience” (see Digital Adoption: Reaction Or Revolution?). What consumers are looking for in their experience with the health care system falls in a few main categories—a personalized and customized experience, convenience, minimal waiting times, transparency in process and treatment, and data security (see Elevating The Health Care Consumer Experience). How…
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