Accelerating the healthcare consumerization journey with digital workflows
by Rory Fitzpatrick & Steven Thill
Consumerization of healthcare helps address patients' expectations of control and secured access to their information.
Read time: 4 minutes
When healthcare organizations and consultants talk about “consumerizing” a traditionally business-driven experience, we need to keep one key aspect in mind: the consumer (the patient) expects to have control and access to information.
And it makes sense. In any consumer scenario, the consumer sits in the driver’s seat. They make decisions and purchases at their convenience, and they have access to the information they need to make those decisions. And they do all of that on their own terms.
The "Workflow" of a Consumer Experience
Let’s take a retail example. If a consumer is looking for a new pair of sneakers, they will find information from various sources: different brands, different retailers, word-of-mouth recommendations, social media, etc. The information they need is at their fingertips -- some call it the buyers’ journey. But ultimately, these are the natural habits of the modern-day consumer.
With advancements in technologies and workflows, consumers now expect that same level of convenience and access with their healthcare experiences too. This is commonly referred to as the consumerization of healthcare (CoH): the trend of patients and individuals asserting more influence and control over their medical care and overall wellness.
Consumerization's Impact on Healthcare Digital Transformation
Enterprises, including healthcare organizations, are embracing consumerization, which can be a driving factor to their digital transformation journey. In fact, Gartner states consumerization “can be embraced and it must be dealt with, but it cannot be stopped.”
In our work with healthcare organizations, we have realized that consumerization is expected during all steps in the journey. Our approach to helping with this transformation starts with solving problems that impact patient care and secured information workflows. In essence, we are an architect, supporting larger digital transformation strategies by providing the framework for an integrated delivery network. Such a network addresses the demands of consumerization, and interoperability and structured data needs that can cause gaps in patient and employee experiences.
A conversation about digital transformation commonly focuses on the edges; meaning the aspects of the transformation itself that are tangible or customer-facing. The fact of the matter is: an effective digital transformation requires a solid framework to be useful on the edges. That framework is the nucleus and its effectiveness is highly dependent on the secured capture and routing of information which ultimately can deliver the convenience and access to data patients demand.
Take Action for Success
In today’s information age, organizations must find more efficient and effective ways to manage information. Healthcare organizations and their partners who tackle that challenge successfully will find patient and employee experiences that meet the demands for consumerization.
Read more about how Ricoh's healthcare experts can help your digital transformation journey in this article.
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