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+--- Thread: Why Health Systems Can't Afford to Ignore Consumer Experience Orchestration (/showthread.php?tid=2114)
Why Health Systems Can't Afford to Ignore Consumer Experience Orchestration - Rachel Franzmann - 02-12-2025
Health systems that fail to deliver a seamless digital experience are losing patients to competitors and disruptors that do. Patients today have more choices than ever – retail clinics, urgent care, concierge medicine, direct to consumer offerings, payviders, and telehealth providers are all competing for their attention. Without a unified digital strategy, health systems will continue to see a steady loss of patients to more consumer-friendly alternatives – despite investments in digital point solutions and digital front doors.
Ninety percent of C-suite health system executives expect their use of digital technologies to accelerate in 2025 (Deloitte). However, if digital solutions are implemented in silos, without considering how each touchpoint contributes to a patient’s overall experience, the intended ROI will not be achieved. Consumers aren’t demanding more digital touch points – they are demanding one cohesive experience that orchestrates all resources available to them.
Continuing to ignore consumer experience orchestration – yet investing in more digital solutions and bifurcated digital front doors – only leaves patients increasingly frustrated with multiple portals, redundant logins, and scattered communication.
Read more: https://www.praiahealth.com/resources/the-cost-of-doing-nothing