According to Deloitte, by 2040, healthcare as we know it will no longer exist, predicting a fundamental shift from “healthcare” to “health.”3
The existing health system will transform from reactionary care to prevention and wellbeing. In a future of health that is defined by interoperable data, platforms and consumer-driven care, healthcare professionals (HCPs) will be able to identify a disease earlier, intervene proactively and better understand its progression.
The future will be focused on wellness and managed by companies that assume new roles to drive value in the transformed health ecosystem. Healthcare delivery is evolving to become patient-centric, virtual, ambulatory, at home, driven by data and technology, and enabled by new medical technologies.4 This shift towards patient-centered care has changed the dynamics of the relationship between consumers and their healthcare providers, allowing consumers to play an active role in monitoring and safeguarding their own health from anywhere.
Healthcare delivery is evolving to become patient-centric, virtual, ambulatory, at home, driven by data and technology, and enabled by new medical technologies.
Building better customer experiences
Whether you’re an insurance payer, provider, third-party administrator, pharmaceutical provider, medical device provider or with a telehealth/digital health company — all players in the healthcare ecosystem must come together to make experiences more efficient for people while reducing costs.
What does this mean for your healthcare services organization?
It means that you need to invest in building and providing better customer experiences and applying strategies that deliver integrated solutions that span the entire consumer journey — including omnichannel customer support. Moreover, the experience you provide can be a true differentiator for your organization in what’s becoming an even more competitive business environment.
3 - Deloitte, “2022 global health care outlook,” deloitte.com. 4 - McKinsey & Company, “The next frontier of care delivery in healthcare,” mckinsey.com.