Hospitals

How to disrupt healthcare to drive loyalty and build competitive advantage

Health care today is fragmented, reactionary, inconvenient, disempowering and difficult to navigate. It is too expensive, outcomes are lagging and the value proposition to customers is lacking. Current concepts of the patient experience are too narrow. Much of today’s experience delivery is based on the traditional health care model of sick care: paternalistic, controlling and […]

Health care today is fragmented, reactionary, inconvenient, disempowering and difficult to navigate. It is too expensive, outcomes are lagging and the value proposition to customers is lacking.

Current concepts of the patient experience are too narrow. Much of today’s experience delivery is based on the traditional health care model of sick care: paternalistic, controlling and inconvenient. This paper presents a broader strategic perspective — the health experience — as a disruption to healthcare delivery and as a blueprint for the future.

As healthcare organizations retool their models, they must rethink the role they play in people’s lives. Organizations that embrace health experience programming will drive emotional engagement with consumers, build competitive advantages over competitors, enjoy strong brand strength, and ultimately make a recognizable impact in the communities they serve.

In response to this narrow approach, my team and I at the Center for Personalized Health Care have created a broader strategic perspective – the health experience – as a disruption to healthcare delivery and as a blueprint for the future.

Download the report here.

You’ll get our insights about:

  • How to identify which role models to follow
  • How to understand the attitudes, values and experiences of people coping with illness
  • How to design a health experience that considers the five domains – physical, mental, financial, social, and environmental


Download the report here
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