CUSTOMER -CENTRIC VALUE CHAIN

REDESIGNING HEALTH SERVICES AROUND HUMAN NEEDS

DIFFERENTIATION OF HEALTHCARE PROVIDERS BY INTEGRATION OF SERVICES & QUALITY

CUSTOMER CENTRIC VALUE CHAIN

Challenges

Poor customer satisfaction and inefficient operating models

85% of American patients (healthcare customers) consider healthcare services to be poor or unacceptable.
78% of the EU patients consider that healthcare services are poor or inappropriate.

The considered causes

Administrative hassle
Defaulted payments to the insurers
Discomfort in navigating medical investigations (especially when the medical provider works with partners)
Actions of health care providers indicate a serious confusion between customer internal journey and the value chain perspectives.

Solution

A digital platform, that orchestrates the interactions of all personas / stakeholders

A social and matchmaking platform-based process that includes as personas the entire group of stakeholders in the process is the best solution.

The platform is custom-tailored for healthcare industry. The general roles interacting within the process are the following: the patient & family members and/or legal guardians, the healthcare provider & collaborators, insurers, pharmacies, family doctors, etc.

Impact

Higher revenues for healthcare providers and better public image

Increasing the satisfaction level of patients
Increasing the added value related to each patient
Higher profile, better image and reputation on the market
Revenue growth generated by stronger brand.

REDESIGNING HEALTH SERVICES AROUND HUMAN NEEDS