The Patient Paradigm Shifts: Profiling the New Healthcare Consumer

The Patient Paradigm Shifts tells readers everything successful businesses need to know about the powerful new healthcare consumer.

The dynamics of healthcare are shifting the patient paradigm in dramatic ways. The former patient is now both a consumer and a customer. The mantra of this new consumer is “convenient, fast, simple, and high value.” Their expectations for healthcare are similar to what they experience in other industries such as transportation, banking, short-stay rental housing, retail shopping online, same-day deliveries, and more. Smart mobile devices enable the customer to conduct transactions at any place and at any time, and without waiting in line.

Healthcare providers need to offer customer service experiences similar to Apple, Amazon, Nordstrom, and other benchmark companies in order to stay competitive. The mindset of the new patient-turned-consumer has fundamentally shifted and there is no looking back. Anyone connected to healthcare needs to learn the profiles of the new consumer, better understand their behaviors, and comprehend their expectations as customers who have a choice. The Patient Paradigm Shifts tells you everything a successful business needs to know about the powerful new healthcare consumer.

Judy L. Chan is an internationally known business leader and consultant with deep expertise in information technology and healthcare. She has worked with healthcare physicians, hospitals, insurers, and patient organizations as well as technology companies on four continents, and is universally recognized for her abilities to bridge the communication gap between technologists, healthcare providers, and consumers. She holds a Bachelor of Science degree in public health from the University of California at Berkeley and a master's degree in public health from the University of Hawaii. Judy is a classical pianist and lives in San Francisco with her husband, daughter, and Tibetan Spaniel mutt.