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Designing for the Ages: A Strategic Priority in the Older Adult PX

By 2030, 20% of the US population will be 65 or older. Nearly three-quarters of older adults state a preference to stay in their homes and age in place, so technology that allows them to manage their health remotely will be critical to helping them...

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Rethinking Patient Experience in Transforming Care for People with Complex Care Needs

As retailers and brands build deep, enriching relationships at each step of the customer journey and become an indispensable part of consumers’ lives, their ability for deep understanding of the way consumers live, eat, work, and play is central...

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Competition Heats Up From New Market Entrants in New Era of Consumer Telehealth

The telehealth boom that was propelled by the COVID-19 pandemic has consolidated at levels lower than at the peak of the pandemic in April 2020, but significantly higher than levels seen before the pandemic. Consumer demand remains strong and will...

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Leaning in on the Digital Patient Experience

It has been evident for some time that the future of healthcare will be digital and data-driven. With the onset of the pandemic, the traditional model of bringing patients in for every medical reason came to an abrupt end. The long-anticipated...

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Consumer Insights Into US Patient Experience

A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and...

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Healthcare Is Not Just Another Service Industry

Is patient experience (PX) in healthcare any different from that of CX in other sectors? In theory, no, but in practice, the context, dynamics, and implications can be quite distinct. The US Agency for Healthcare Research and Quality (AHRQ)...

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