RH: This means not only understanding what it takes to build a digital-first health experience and weave digital into every aspect of an enterprise, but also how to engage and bring users along on the journey. As we accelerate toward a seamless integration of physical and virtual care, the task ahead is that health care organizations need to know how to move from just “doing” to start “being” digital.
At the end of the day, we need to think outside the comfort zone of business as usual and more like entrepreneurs. How can we design and build the best patient experiences at every moment of truth in a patient’s journey — whether that be at home, in the hospital or anywhere in between? For many organizations, this shift toward engagement and optimizing experience may be highly disruptive to a status quo built around utilization and volume. However, if the experience of care is elevated, organizations will be able to drive execution to reach the full potential of the quadruple aim: improved patient care experiences, better outcomes, improved clinical experiences and lower costs.
Health care is well on the path to creating a smarter health experience. Paying attention to these three essential shifts will be fundamental toward weaving digital into every aspect of an organization and improving the end-to-end health care experience for both consumers and clinicians.
To learn more about how to deliver a smart health experience, visit ey.com/healthexperience.
The views expressed by the author are not necessarily those of Ernst & Young LLP or other members of the global EY organization.