Becker's Hospital Review


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Patients want to be seen as consumers in healthcare. 92% said healthcare providers should make improving the customer experience a top strategic priority in the next year. Consumers cited online scheduling, online payment options, portals, and mobile apps or text alerts as the most important tools hospitals should offer. Black Book Market Research, "19 Recent Healthcare Tech Start-Ups Attract Instant Consumer Appeal, Black Book Survey," July 2018. The "consumerization" of healthcare is on the rise. In response to this trend, healthcare organizations are striving to improve patient experiences across the care continuum — both inside traditional health facilities and beyond. At recent Think Tank and CIO Symposiums, Lenovo Health met with more than 30 healthcare CIOs and IT executives for an inside look at where they're making their biggest investments, allocating resources and deploying technologies to improve patient experiences. Here are the four takeaways from our HIT panels: 1. Consumerization is Driving Investment in IT to Improve Patient Experiences. "Consumerism is a real trend. It comes up in discussions among all types of healthcare stakeholders today — hospitals, pharma and life sciences. Healthcare organizations are recognizing the value of establishing relationships with patients as consumers. "Healthcare organizations are investing to provide superior levels of customer service and experiences. This includes learning to anticipate patients' expectations and surpass them. Hospitals are evaluating how they are using patient-facing technology to address consumerization in healthcare. "Hospitals are in the early stages of capturing the value from having clean data and the right IT infrastructure in place so that advanced analytics can support improved patient experiences." Andy Bartley, Senior Sales Solution Architect, Intel HIT Leaders Weigh In — Advancing Patient Experiences with IT 92% For more information, visit

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