In a world where the consumer is king and transparency is an expectation, health systems are taking their cues from the online retailer in strategically remaking their service offerings with customer service and value in mind.
This article first appeared in the December 2016 issue of HealthLeaders magazine.
While cheaper isn’t always better, healthcare leaders would do well to remember that the more expensive doesn’t necessarily mean better. For some time, “big-name” institutions have been able to extract higher prices for care because of their reputation, even if they couldn’t prove that reputation stemmed from better outcomes than their competitors. Increasingly, organizations will have to make the case that their care may be more expensive because it is better, but they just can’t state that. They have to prove it, says Aurelio Fernandez III, president and CEO of Memorial Healthcare System in Hollywood, Florida.