A week ago, I sat through a presentation by a firm that does research on how consumers perceive—and what they expect of—health care provider organizations. Their research revealed the “big three" of speed to access, great experiences, and reasonable cost. But then again, those expectations apply to consumers of almost every service in post-pandemic America. As an article in Forbes stated, “Timeliness of service can make all the difference between a mediocre and a delightful customer experience. Quick, straightforward answers are what your customers want today” (see How The Pandemic Has Impacted Customer Expectations). New research by Kaufman Hall, published…
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