CHIME21: Why Human Experience Is the Future of Healthcare

Consumerism and Data Analytics Are Key to Healthcare Growth

Hyperconsumerism is a major force in healthcare, changing how traditional hospitals and clinics approach care delivery. Webb said that the major competitors to traditional healthcare organizations are consumer-centric disruptive innovators.

“Focusing on clinical efficacy and quality care is expected. Consumers have no idea how to determine clinical efficacy. Of course, the art of healthcare is important, but that’s just the entry point. The key to growth is consumerism and delivering a meaningful experience to consumers,” he said, emphasizing that it’s important to solve experience pain points and create value models where patients have more choice.

Consumerism has been an ongoing trend in healthcare, with people ordering prescription lenses, braces and hearing aids online rather than through their doctors, saving time and even money in some cases.

“Patients want less friction and more transparency. They want to know what’s going to happen and how much it will cost,” said Webb. “They want you to understand their beautiful uniqueness, culture, language and everything.”

The next phase in technology development for healthcare is zero user interface, meaning a reliance on voice recognition. This concept allows caregivers to engage with the patient directly while still using technology for clinical efficiencies. The technology becomes nearly invisible.

CHIME21 keynote speaker Nick Webb, founder and CEO of LeaderLogic, explained how consumerization and the desire for happiness are transforming the industry.

Connecting disparate data signals and finding important insights is another major shift in healthcare. Webb said the trend can be split into two buckets: anticipatory health and anticipatory healthcare systems.

“We need to become anticipatory enterprises by being less reactive and more strategically proactive,” he added. “How will we play a role in the continuous connection with patients?”

Centralizing data and being able to present a transparent dashboard of trend analysis is where the healthcare industry is headed, said Webb, who emphasized the importance of expanded data command centers to achieve this goal.

Webb described the CHIME21 Fall Forum audience members as the enablers, protectors, innovators and strategists of healthcare today. To enable these big shifts and disruptions, Webb suggested, healthcare organizations should analyze the who, what, when, where and why of technology adoption.

Happiness as a Strategy in Healthcare

Webb pointed out that happiness should be a strategy in healthcare, especially as the industry faces a major clinician and talent shortage, due in part to burnout.

“Technology is people-powered. It’s a human-powered phenomenon. It’s not a sterile, icky thing,” he said. “It’s beautiful when applied right. If we want to deliver on our promises of diversity and inclusion, we need to know people for the beautiful, unique differences.”

Webb’s keys to happiness leadership include:

• Having a mission that matters
• Providing personal growth opportunities
• Being of service to others
• Loving people’s differences

“Diversity is not about tolerating but leaning into those differences. When we make that a part of our strategy, we get to win,” added Webb.

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He summarized what healthcare executives and digital health leaders should be focusing on for 2022: their role in the big shift from patient experience to human experience, which reduces absenteeism and overall costs. In addition, they should fund and support technology and technology teams as well as launching centers for technology innovation to bring disparate data together into something fluid.

“What is the future of healthcare? From my perspective, it’s amazing,” said Webb.

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