A smart healthcare marketing blog
June 2013

Improving patient experience by improving care

Improving patient satisfaction may be at the top of your to-do list in 2013, especially as it relates directly to “Meaningful Use” and maximizing revenue. But, what about engagement the consumer? It’s key! Are you building a consumer engagement strategy? If not, you should be.

46% of consumers agree that taking control of their healthcare makes them feel good about the quality of their care


Consumer engagement matters

Consumers are avoiding care – which will impact healthcare costs and future patient outcomes.

25% of consumers surveyed in Deloitte’s “2011 Survey of Health Care Consumers Global Report”, say they decided not to see a doctor when sick or injured and 19% having delayed or skipped treatment even when recommended by a doctor.



3 in 10 consumers say want their patient experience to be the same as any other consumer experience

What consumers want

Research shows that there is strong desire to be treated them as consumers rather than patients. They want the healthcare providers to address access, convenience and wait times, which they universally grade as “failing.”

Patients are now Consumers – and they want more convenience and control!

Despite healthcare providers referring to people as ‘their patients’ after a single treatment, those same people view themselves much differently. They see themselves as “consumers of healthcare” with the right to be in control of their own care. “Consumers” want flexibility to consult many referral sources and want to select their providers at every stage of the care continuum. This may not always result in their staying within your hospital or  health system for follow-up appointments. However, strategic consumer engagement before, during and after they become ‘your patient’ can influence their consumer choice and help you retain them in your health system.

Consumer Engagement Drives Meaningful Use

Achieving Meaningful Use [MU] requires patients to actually use your technology tools. This is difficult. It can helpful to think about patients as consumers who want convenience and control when engaging in their healthcare. With this in mind, you can begin to incorporate engagement tools that people can easily and conveniently access and use. The result will be engaged and more satisfied patients.

Mobile matters

A recent study from Pew Internet & American Life Project “Mobile Health 2012”, shows us why engaging consumers on mobile technology is important ::

  • 45% of American adults have a smartphone
  • 25% of American adults have a tablet computer
  • 52% of smartphone owners gather health information on their phones
  • One-fifth of smartphone owners have a health app


To wrap up, “consumer” engagement impacts patient engagement and patient satisfaction. And, that strategy should include mobile technology such as smartphones and tablets to help you reach consumers through the convenient tools they use most often.


Dear Nicola Ziady,
My name is Lindsay Judge, and I am helping Professor Alessandra Lugaresi with a slide presentation that she will be giving at a scientific, educational meeting (non-commercial) in October 2013. This presentation is about how to engage patients with multiple sclerosis to achieve their treatment goals. I was wondering whether we would be able to show the figure above (The 10 Simple Tips) in her slide presentation, with a copyright statement clearly acknowledging you and this website as the source, for instance:
“Figure from: Accessed 26 September 2013. © Nicola Ziady”

Please let me know your decision.
I look forward to hearing from you,
Kind regards,
Lindsay Judge

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