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Mass customization is the future of care. Here’s how to achieve it.

Healthcare already practices such segmentation, albeit in a limited way. Triage splits patients by their health status. Population health divides patients according to their demographic data. These modes of segmentation help hospitals allocate care and produce high-quality outcomes.To create care experiences that resonate on a personal level, however, organizations will have to reach further—they’ll have to pursue segmentation that includes patients’ identity, not just their clinical presentation. For this, hospitals will need psychographic models to complete their understanding.

Executive Q&A with Matt Chance, Senior Vice President of Operations at Texas Scottish Rite Hospital for Children

Consumerism is still a relatively new word within healthcare—but it’s a word that’s been used more and more within the industry over the past five to ten years. In healthcare, we recognize that consumers in our industry are very different from those in other industries, such as online retail. However, there is a lot we can learn from online retailers like Amazon, which consistently win with their customers.