Consumer engagement in healthcare involves individuals’ actions to become better informed and directly involved in decisions and behaviors that affect their health. Both consumer and patient engagement refer to patients’ involvement in their healthcare decisions and other decision-making processes. Matching consumer health services to consumer expectations is an ideal way to encourage more consumer engagement. Customer engagement solutions are the best ways to engage patients and consumers in your community.
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To better serve consumers pre- and post- pandemic, UPMC deployed new tools and technology enabling their organization to navigate uncharted waters by accelerating digital transformation. A key part of their strategic approach has been around using actionable data insight to better inform their consumer communications, understand their needs, and personalize messaging based on preferences and interactions across channels.
With data-first infrastructure and marketing campaigns, UPMC can deliver real-time omni-channel communications that build trust, and keep consumers engaged and known across the entire digital ecosystem no matter where they interact or access services in their care journey. Because UPMC’s roadmap and vision to optimize consumer experience has always been embraced, consumers of all age groups and types are realizing benefits from consistent, deliberate tailored journeys with information and messaging that consider their expectations and unique healthcare requirements.
Consumerism is redefining the healthcare ecosystem. It is driving the need for convergence and collaboration between health insurance companies and health systems. With increasing competition and changing consumer expectations, insurers are also facing significant challenges in attracting and retaining members. Creating integrated member experiences, through a deep understanding of member care journeys, will be critical for organizations to enhance their member acquisition and retention rates.
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