Don’t just prepare for consumerism—anticipate it. NRC Health can show you how.
The digital consumerism revolution has touched every segment of the economy. As readers of this blog know, its effects on patient decision-making are both well-documented and profound.
Those effects are also moving at a blistering pace. It’s no longer enough for health systems to prepare for the industry’s consumerist future; that future has already arrived. Health organizations must instead anticipate the consumerist changes to come.
In that effort, organizations will need a partner who understands both the broader landscape of the industry, and the fine-grained details of individual markets; who can both collect data at scale and offer the insight to make it legible; who can guide health systems from a strategic objective to specific, actionable tactics to achieve it.
Here are four reasons why, in 2020, that partner is NRC Health.
1. A more complete conception of care
For decades, singular episodes of care were the dominant paradigm in patient experience. That model, thankfully, is on its way out.
Patients have already begun to move away from a conception of healthcare that begins with illness or injury. Instead, they’re looking for lifelong partners in wellness. “Well-care” is replacing “sick care,” and the industry will be all the better for it.
NRC Health and its partner organizations are attuned to this trend. Together, we’re building out service infrastructure to lend longevity to patient relationships.
Not only is this good business—it captures an estimated $1.3 million per patient over each patient’s lifetime—but it’s also good medicine. Strong, long-term relationships with patients improve care coordination, curb inappropriate treatment, and bolster adherence to medical advice.
Solid patient relationships, then, are not an optional nicety for health-system partners. They’re a bedrock capacity that every health system needs in order to flourish—and that NRC Health is dedicated to providing.
2. A streamlined intelligence operation
Health systems have faced plummeting margins in the last few years. As reimbursement declines and operating costs soar, pressures for operational efficiency will only intensify.
Organizations looking for surefire savings, however, face unenviable decisions. How can they curb spending without compromising quality? How can they deliver an experience that runs like a machine, but feels like a genuine human encounter?
One glaring inefficiency stands out for correction: getting from multiple vendors what can be supplied by just one.
This is a common problem in the patient-intelligence space. Multiple suppliers each offer minor variations on the patient’s perspective. If health systems engage these suppliers simultaneously, they end up with a fractured vision of their consumers that can be difficult to reconcile, let alone analyze.
Health systems are understandably hungry for partnerships that operate without these limitations. NRC Health fills that gap by 1) bringing a complete vision of the patient to the table; and 2) bundling multiple capabilities for intelligence gathering, analysis, and implementation—all under one comprehensive Voice of the Customer platform.
Consumers demand interoperability. A Sprint customer wouldn’t stay one for long, for instance, if Sprint wouldn’t allow them to make a call to someone on the AT&T network.
The same idea is taking root in healthcare. For many healthcare leaders, the mere mention of the word “interoperability” can conjure a host of frustrations. Incompatible devices, dueling EHR systems, supply chains that resist consolidation—these issues have stymied progress at most health systems working today.
They’re also reflective of an increasingly outdated mentality. In this framework, vendors operate from a position of scarcity. They’re hyper-protective of their intellectual property and their advantages in the marketplace. They’re loath to share their capacities with potential competitors, even if the end-client suffers as a result.
More and more, this position is becoming untenable. Consumers and business leaders alike now demand that their digital tools function together, not as embattled competitors, but as a unified ecosystem. They want to own their data, not see it sealed off in a walled garden that they have no easy means to access.
Nor should interoperability and open data access be afterthoughts for product design. These capacities should be baked in from the start—or else risk alienating the next generation of decision-makers.
4. Network effects
Finally, most organizational leaders will be the first to admit that success seldom happens in isolation. Organizations have a keen sense of the “trees” of their individual circumstances, but they sometimes need help to surveil for the “forest” of broader trends that affect them. Still, reliable partners—those with a clear-eyed conception of the industry and the forces that influence it—are few and far between.
NRC Health’s hard-won grasp of healthcare, built on decades of first-hand research and experience, gives leaders the breadth of understanding they need to steer the course of their organization’s future.
With NRC Health’s partnership, leaders need never face their challenges alone.
Keep your standards high
The preceding qualifications may seem demanding. But they are no more than health systems deserve.
After all, healthcare organizations exist to serve the patient. Helping them in that mission is a singular privilege, one that NRC Health is fortunate to share with many partners.
It’s our hope that we live up to the standards we set for ourselves—so our partners can live up to the standards that their patients set for them.