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Ready for the empowered consumer? Providers need retailer's attitude
Healthcare Benchmarks
|May 27, 1999
Summary
Healthcare providers are benchmarking with retail companies to meet the demands of aging baby boomers and internet-savvy consumers. This collaboration aims to improve quality, service, and convenience in healthcare delivery.
Area of Science:
- Healthcare Management
- Consumer Behavior Analysis
Background:
- The aging baby boomer population and increased internet usage are reshaping consumer expectations in healthcare.
- Consumers now demand higher quality, better service, and greater convenience from health services.
Purpose of the Study:
- To explore how healthcare providers can adapt to new consumer demands by learning from the retail industry.
- To identify strategies for enhancing healthcare delivery through retail benchmarking.
Main Methods:
- Benchmarking healthcare providers against successful retail companies.
- Analyzing retail sector best practices in customer service and operational efficiency.
Main Results:
- Retail companies possess expertise in areas crucial for improving healthcare consumer experience.
- Retail strategies can be applied to healthcare processes like patient admitting, marketing, billing, and employee retention.
Conclusions:
- Healthcare organizations can benefit significantly by adopting retail sector strategies.
- Cross-industry benchmarking offers a viable approach to meet evolving patient demands for convenience and quality.