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Consumer-Focus Initiatives Increasing, Progress Slow, Study Finds

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Healthcare Dive writes: Hospitals and health systems are investing more in consumer-focused initiatives, but progress is slow and favors traditional over innovative approaches, according to new Kaufman Hall survey of 200 hospital and healthcare executives. In all, 90% of respondents said improving customer experience is a high priority, up from 30% in 2017. Significantly more hospitals see digital tools as key to engaging consumers — 64% versus 14% a year ago. However, only 8% of respondents are rated tier 1 performers for aggressively pursuing consumer-centric strategies, and just 23% are tier 2 for piloting consumerism initiatives and aligning needs with the organization’s overall strategy. The rest are tiers 3 and 4, meaning they have yet to begin or are in the earliest stages of pursuing a consumerist agenda.

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