A must read book for anyone in the healthcare world is “Making the Healthcare Shift: The Transformation to Consumer Centricity,” written by my Prophet colleagues Scott Davis and Jeff Gourdji. It provides an eye-opening look at the state of healthcare and makes a compelling case for five strategic shifts healthcare companies need to make to become more consumer-centric.

The book draws on interviews of 60 executives from across the healthcare industry, role models outside of healthcare, firms that have thrived by being consumer-centric and executives that represent leading-edge thinking and programs.

5 Shifts Dramatically Changing the Healthcare Industry

The five shifts that promise to radically change healthcare are:

  1. From one-off, ad hoc fixes to a holistic patient experience. This includes wellness programs as well as caring for the sick.
  2. From fragmented care to connected ecosystems. How can all players including physicians, hospitals, payers, insurers and pharma all work together to provide a systematic solution?
  3. From a focus on groups of consumers by condition or demographic to person-centered care. You only have to look at the personalization trend enabled by AI and data analytics now spreading outside healthcare for a glimpse at the potential.
  4. From incremental improvements to pervasive innovation that will reinvent the consumer experience. Required are processes, people and programs that liberate innovation – a willingness to risk big innovation and test and learn efforts to accelerate refinement and implementation.
  5. From insights that drive programs guided by an operating system to developing an organization-wide culture of consumer obsession. This type of shift has been shown in other contexts to be transformational on an ongoing basis.

An enabler in addition to a culture change is digital. The ability to capture and use data, the inclusion of the patient as active data user and the harnessing of artificial intelligence.

Final Thoughts

The healthcare industry is facing financial threats, system inefficiencies, lost opportunities and an inability to change. It is urgent that the observation and advice contained in this book guide real action and progress. There is really no time to lose.

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