Podcast: episode 91

Feb 04, 2021

Speaking to Today’s Healthcare Consumer

Speaking to Today’s Healthcare Consumer Featuring Ryan Donohue of NRC Health

With Ryan Donohue, Corporate Director of Program Development, NRC Health Resources from today’s episode Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect (Ache Management) Through the Patient’s Eyes: Understanding and Promoting Patient-Centered Care Chilling trend: A longer, deadlier pandemic Takeaways Delivering the care patients expect “Through the Patient’s…

With Ryan Donohue, Corporate Director of Program Development, NRC Health

Resources from today’s episode

Takeaways

Delivering the care patients expect

  • “Through the Patient’s Eyes,”  set the stage for a new, patient-centric paradigm in healthcare in 1993, and now “Patient No Longer” takes it a step further, challenging the healthcare world to look at patients as consumers.
  • COVID-19 accelerated digital adoption and virtual care, expediting the consumerization of healthcare.
  • The following language shifts can influence how we perceive and deliver patient care.  They encourage us to increase outreach before, during, and after care.
    • Positioning → Brand
    • Patient Experience → Consumer Experience

Where digital efforts should fit in

  • Many surveys report a high percentage of respondents who oppose COVID-19 vaccination. NRC Health found in their recent study more optimistic findings — only 14% of respondents saying they will not get the vaccine.
  • Why the results are different: NRC Health offered a middle ground, “I’m going to wait and see,” which captured 25% of respondents.
  • It’s important to design survey questions for neutrality and factor in the way people think, act, and feel.