Written by Jonathan L. Manis, Senior Vice President and Chief Information Officer, Sutter Health, Faculty-Advisor, C-Suite Resources
Newsflash: The healthcare industry is not being disrupted by digital technology.
The healthcare industry is being disrupted by consumer-centric organizations that offer retail-like health and wellness services specifically designed to meet and exceed the expectations of today’s healthcare consumers. Those that are threatening our industry and taking our business understand that healthcare customers expect much more than access, quality and affordability. They expect an exceptional, retail-like experience: ease of use and immediacy of service – how, when and where it is most convenient for them, not us. The disruptors leverage digital tools and technologies to provide that enhanced customer experience, of course, but our disruption is being caused by their commitment to a superior customer experience, not by their commitment to digital technology. It’s a mindset issue. It’s a structural, cultural, and behavioral issue. And it’s a critically important distinction.