This is an interesting article on the growing trend toward consumerism in healthcare, whereby patients not only want to be made better, but they want to feel good while doing it. Growing competition for healthcare dollars has lead to improvments in the delivery of the healthcare experience throughout the United States.
Today’s consumers expect more from their healthcare providers. They expect care that goes beyond the clinical experience and demand that it be fast, convenient and of high quality. We must continually seek ways to improve the customer experience along the entire patient continuum — from acquisition to service delivery to retention.
…”Consumers will be judging healthcare services as they would other retail transactions, expecting transparency in price and quality. And with those variables becoming easier to discern, customer service will become the key differentiator in healthcare choice,” according to a white paper from The Beryl Institute.