No strategic plan lasts forever.
This is something that hospitals and health systems are beginning to have to accept as patient demands are ever-changing due to widespread digital transformation going on in the healthcare sector.
Amazon has set the standard for customer-centric convenience at your fingertips and is something that large organizations are trying to replicate. It is crucial for companies that you keep them top of mind.
This customer-centric approach is a byproduct of integration and as healthcare continues to integrate post Cures Act it will become more customer-centric leaving no other option than for the traditional hospital operating strategy to die out.
The traditional hospital operating strategy will eventually be replaced by a virtual-first virtual primary care model that integrates virtual care with in-person care. This will enhance both the continuity and the continuum of care and play a pivotal role in reducing unnecessary in-person visits which is extremely important considering the expected shortage of 124,000 physicians between now and 2032.
"Recently, the longstanding traditional patient-physician-referral relationship began to change. A smarter, internet-savvy, and self-interested patient population was looking for different aspects of service in different situations. In some cases, patients’ priority was convenience. In other cases, their priority was affordability. In other cases, patients began going to great lengths to find the best doctors for high-end care regardless of geographic location. In other cases, patients wanted care as close as their phone." - Kenneth Kaufman
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