Restoring Consumer Confidence

Executive Dialogue

Differentiating with Patient Experience

When we begin to emerge from the pandemic, restoring consumer confidence and improving the patient care experience will be vital to renewing health care operations and achieving financial resiliency. Today, more than ever, patient experience and convenience are having a stronger influence on how consumers choose providers and whether they will seek virtual or in-person care. As a result, hospitals are seeking to bolster patient satisfaction and provide context to the Centers for Medicare & Medicaid Services’ Five-Star Quality Rating System to remain competitive and capture full reimbursement values. At the same time, provider organizations must compete with new market entrants in virtual care and retail outlets offering primary care services. This will require hospitals and health systems to communicate more effectively, be more transparent about pricing and, in many cases, to assume greater levels of risk as they work to deliver greater value.