I recently had the privilege of attending the Health Care Advisory Board’s National Meeting in St. Louis. One of the topics that really struck me was the last presentation about the importance of building a consumer-focused organization and increasing consumer loyalty.

We hear so much about the changes to Medicare, Medicaid, and insurance companies that I think it’s easy to focus on avoiding the latest penalty or capturing the right metrics from an electronic medical record (EMR). In a world where high-deductible health plans are becoming more common, however, patients are going to think twice about where and how they get their healthcare, and we must get ready.

We have long referred to those who use our services as patients. It’s time to think of them as consumers, too. With so many new competitors entering the market beyond traditional hospitals and health systems, providers will have to continue to find new ways to stay relevant and earn their customers’ loyalty.

 …