New paper from Price Waterhouse Cooper about one of my favorite topic healthcare customer experience.
The report was released by the Health Research Institute (HRI) of PwC US, the topic is getting more and more important as the health reform and state exchanges open up a retail market for more than 23 million individual shoppers by 2018.
While consumer expectations in healthcare track those of consumers in other industries, healthcare payers and providers — generally speaking — are significantly behind other industries in responding to the wants, needs and preferences of those same consumers. Several service industries outside of healthcare are shaping healthcare consumer experiences and expectations. Advancements such as mobile boarding passes in the airline industry, the self-service and 24-hour availability in retail banking, and the price and product transparency in the retail industry are still nascent concepts in healthcare.
Download the full report: PWC HRI
Read some of the earlier posts on this topic also: