The Importance of Patient Experience in Health Care

Consumerism is I think going through the roof and the expectations they're bringing to their health experience similar to what they have in other industries. If you're not driving a KPI on patient experience, they're going to eat your lunch. The industry now is thinking far more upstream from that. They're thinking about how is it I drive early influence? How is it that I actually start to think about? That is a different kind of a thinking than what we've had in this industry 30 years ago.