About the series
Fact or fiction? breaks down common myths and misconceptions about digital transformation, while showcasing KPMG leaders’ perspectives on related topics such as artificial intelligence and blockchain, and the impact of these emerging technologies on the workforce, businesses and society.
Healthcare is evolving to become a consumer-centric industry. Non-traditional players from the technology, telecommunications and retail sectors are already entering the market, raising the stakes for incumbent healthcare organizations. KPMG’s Ash Shehata explores the evolution of healthcare in the latest episode.
By Ash Shehata
Aging baby boomers and tech-savvy millennials will place new demands on healthcare, an industry that has been slow to change.
While healthcare providers have made technology investments to improve clinical outcomes, they have traditionally lagged other industries like financial services and hospitality when it comes to satisfying customers.
Some of this reluctance likely ties to the complexity of the healthcare sector, which is affected by regulation, privacy rules and the need to manage patients who may have multiple chronic conditions. Patients have been unsatisfied with bureaucracy, difficulty securing timely appointments, confusion about insurance benefits, and an overriding sense of insufficient value for the dollars they spend on healthcare.
In our most recent thought leadership piece – Healthcare 2030: The consumer at the center – we outline how healthcare can evolve to become a consumer-centric industry. Non-traditional players from the technology, telecommunications and retail sectors are already entering the market, raising the stakes for incumbent healthcare organizations.
Following are some of the most critical issues healthcare organizations should consider as they look toward the next decade:
Technology disruptors are making aggressive inroads into healthcare, making it all the more critical that providers and health plans adopt consumer-oriented models and technologies that improve patient engagement, experience and outcomes. Having knowledge of a patients’ records, but also their social circumstances and behavior, will drive healthcare’s evolution. There is no longer an acceptable gap between consumers’ experiences with other industries and with health plans, physicians, outpatient care centers, and hospitals. Baby boomers and millennials -- whose own children and grandchildren will need care by 2030 -- should expect no less.
For additional information or to speak with Ash Shehata, please contact Bill Borden.