Consumers look for technologies that not only offer useful features, but also the customer experience that makes life simple. It is the user-friendliness and the way of delivery that makes an application or system to be useful for customers. The medical system has also started to learn and improvise the patient engagement based on different inputs from consumers and the goals toward better outcomes.

A new level of patient engagement

Pharma companies, physicians, and supportive care providers need to collaborate together for better health outcomes. So, an intelligent patient care system is essential to provide the connectivity and run the healthcare ecosystem smoothly. The healthcare system should not only be about buying drugs, but also buying experiences. And, healthcare businesses would in turn start to compete on the user experience to customers who are informed, proactive, demanding, discerning, and cost-conscious.

The entry of next generation consumers

Millennials are taking over the baby boomers as the largest population worldwide and so are healthcare delivery methods evolving. Gone are the days when people used to go to hospitals and medical shops to consult doctors and buy medicines. With telemedicine on the rise, consumers can order medicines and get medical advice at the tap of a smartphone. This gives way to increased purchase power in the hands of millennials, and they now stand out from their predecessors in terms of the industrial economy.

Targeting at the expectations of healthcare experience for millennials, the healthcare players have strategized their operations to provide convenient access. A study from NTT Data Services revealed that 59% of US consumers expect their healthcare digital customer experience (DCX) to be similar to retail. Consumers are more using digital channels to book appointments and pay bills. They are also looking toward a personalized treatment through an ongoing relationship with their healthcare providers.

Data driven patient care system

The idea of retail experience for the healthcare industry would be a paradigm shift. In response, the healthcare industry is relying on the value of data to make each customer count. According to a forecast report from SNS Telecom & IT, the Big Data investment in healthcare for 2018 alone would be $4.7 billion. And, it is expected to grow more than $7 Billion by the end of 2021.

Better outcomes with a connected healthcare

The patient-healthcare provider relationship is ever-changing with growing consumer demands. Patients don’t blindly agree being told what they need. They now want to have a complete control over their health, which in turn puts pressure on healthcare providers to deliver. The entire health ecosystem is on the track to a connected relationship.

The relationship consists of identifying the patient needs, discovering new needs, fulfilling patient needs, and matching the consumer experience to treatment decisions. This connected healthcare system helps patients to find out their unknown requirements and use self-reporting tools to understand pattern changes. Thereby, healthcare providers can make use of the connected services for predictive interventions and gain a 360-degree view of the patient.