Fast, easy, and effective Healthcare

This is a transcript of a video that I released on August 3rd, 2021 (https://www.dhirubhai.net/posts/davidgallegos_digitaltransformation-ai-innovation-activity-6828310321707520000-Qv5F)

Healthcare is the only industry that I know of, where a customer doesn’t know what they’re being charged until after the service is rendered.?For all other industries transparency in pricing is ubiquitous.?Want to know what an airline ticket costs? Google it, and get carriers and fares in milliseconds.?What to know what the latest High-Def TV costs??Do the same thing – and get the prices and rating information too.?

As customers are now paying more out-of-pocket for healthcare services, it is more important than ever to provide them with the information they need to make better informed decisions.?Consumer expectations are also rising.?They have gotten accustomed to Amazon, Uber, and Travelocity and expect the same “1-click” type of service.?They want healthcare to be fast, easy, and effective.?

The government wants consumers to have this too.?The 21st Century Cures act was passed, with Rare bi-partisan support.?Its goal is to modernize our healthcare system.?It instructed HHS, CMS, and ONC to advance interoperability and transparency.?And since then, we have seen several regulations such as the Information Blocking Rule; the Interoperability and Patient Access Rule, the Hospital Transparency Rule, and now the “Transparency of Coverage Rule”.?We also saw the “no Surprises Act” legislation pass as part of the December 2020 COVID relief bill.?These rules were designed to drive our industry into its own digital transformation (just like we saw with banking, retail, and travel) – it is a key part of making healthcare accessible, affordable, and more consumer-centric.

Digital transformation is more than just digitizing manual processes – it’s about redesigning the process and re-envisioning the experience.?Re-thinking the customer journey will enable us to engage consumers when, where, and how they prefer.?As an industry, we should look to provide personalized resources and tools that can guide customers down their unique healthcare journey.??These regulations, most of which go into effect in less than 6 months, are just the beginning.?We should expect more action from states and the federal government that will push the healthcare system to be more open and transparent with its data, prices, and quality.?

I suggest health plans consider three things:

1. Is your organization looking at these regulations as ways to better engage members or just something to be compliant with?
2. Does your organization see its unique relationship with its provider network as a way to deliver an exceptional customer experience? And if so, how?
3. Is your IT infrastructure ready to not only take on the new regulations, but the many more to come?

?If you need help deciding and implementing the right path forward.?Change Healthcare can help.

?#DigitalTransformation #Transparency #HealthcareConsumerism #TripleAim #HealthcareReform #PersonalizedHealth #Disruption #Interoperability?