3 questions all customer-centric leaders in healthcare need to ask their teams

Increasingly, patients expect to be involved in the decision-making process regarding their own health outcomes. This includes everybody on the healthcare continuum: from well people looking to keep themselves healthy, all the way through to highly sick individuals who are focusing on stability and comfort. It’s a transformation that has occurred as medical knowledge has become increasingly accessible and the number of alternatives to medications and treatments has widened.

These days, it’s expected that your doctor’s appointment will involve a conversation about your individual lifestyle, needs, and situation. And together, you and your doctor will come to a decision about the best course of action. The same principle holds true when it comes to digital healthcare services such as telemedicine and drug monitoring.

Trust in healthcare is no longer given blindly. It’s something that needs to be earned – not only by those providing diagnosis and testing, but by everybody in the value chain, including medical device developers, pharmaceutical companies, health insurers, biotech startups, and more. There are many ways to earn this trust, such as by providing transparency and personalization. But empowering patients to play an active role in decisions can be the most powerful because it demonstrates to the customer that they are in control.

https://www.boardofinnovation.com/blog/3-questions-all-customer-centric-leaders-in-healthcare-need-to-ask-their-teams/