Consumers Know What They Need. Do We?

The focus on consumerism and the consumer experience in health and human services is increasingly important—and our work with provider organizations over the years has found that it will require a new perspective on service line development (see Considering Cash—& Consumerism—In Service Line Planning). But for all that talk, how often do provider organizations—even those that are talking with consumers to find out what is necessary for a great consumer experience—ask those same consumers what would be necessary for great services? Have you, for example, thought of asking your consumers what it would take to . . .