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Becoming customer-driven: one health system's story
1Crozer-Keystone Health System, Springfield, PA, USA.
Managed Care Quarterly
|February 1, 1999
Summary
Crozer-Keystone Health System conducted market research to understand healthcare consumers. This enables developing tailored services and improving customer convenience and access through new technologies.
Area of Science:
- Healthcare Management
- Consumer Behavior Analysis
- Health Services Delivery
Background:
- The healthcare landscape is evolving, necessitating a deeper understanding of consumer needs.
- Health systems must adapt to changing consumer expectations and market dynamics.
Purpose of the Study:
- To conduct market research for Crozer-Keystone Health System to understand the modern healthcare consumer.
- To inform the development, promotion, and delivery of high-value healthcare products and services.
Main Methods:
- Market research initiatives were undertaken to gather consumer insights.
- Analysis of consumer-based dimensions to guide service and product development.
Main Results:
- Identified key consumer dimensions for product and service bundling.
- Strategies developed to enhance customer convenience, access, and service quality.
Conclusions:
- Implementing consumer-centric strategies is crucial for healthcare systems.
- Leveraging information infrastructure and technology can customize services and improve consumer engagement.