My primary focus when navigating the healthcare system for my family is that of a concerned parent, wife, individual. But, like many of us, I do admit to having an ulterior inner dialogue running when I am accessing healthcare: I also have on my industry insider hat.
I recently took my 10-year old son to an urgent care center for a routine sports physical when we could not land an appointment with his regular pediatrician. We were grateful that this service was available at an affordable rate, in a facility near our home, and that we could get the physical in time for him to attend basketball camp. The growth of urgent care centers and retail clinics around the country has added a convenient option that supports the trend toward consumer-centered care.
Still, during this visit I was struck by how many additional steps could have been taken to make the visit a better experience. As the consumer-revolution in healthcare gains momentum, focusing on the consumer experience could be critical for staying relevant in a world characterized by choice.
So, here are my seven interventions, summarized in the article, "Retail me: Seven steps to making retail healthcare more consumer-centered." What are yours?