Whether it's interminable wait times, never-ending stacks of paper forms to complete, confounding language, or overly complex insurance plans, the healthcare industry has become one that U.S. consumers love to hate.
by Econsultancy and Adobe, the healthcare industry – both insurance companies and medical providers – ranked second-lowest in terms of being fast to respond and offering choices for communications. In addition, 75% of consumers stated they wanted the same experience in healthcare that they get from other industries.
In addition, there is a shortage of clinicians, both doctors and nurses, and doctors are dropping out of the profession at alarming rates due to burnout as they spend less time doing what they love the most – spending time with consumers and bringing them back to health – and more time being bogged down in administrative paperwork and convoluted reimbursement processes.
Outdated regulatory and compliance policies that differ by state also impose unnecessary administrative burdens on providers and insurers, an obsolete patient view and an antiquated perception of what privacy really means for today's consumers. What healthcare is in dire need of is massive simplicity, starting with deep customer empathy. We have to see, feel and think through the consumer problems and not just throw another digital solution in the mix. There is a preponderance of siloed point solutions – digital health apps, wearables and devices – that are vying for the consumers attention and could just be adding more"noise" to an already"noisy" industry.
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