Thanks to Zocdoc, Oscar and a growing crop of companies like them, power dynamics are shifting, and patients are increasingly empowered to pick the best medical providers for them, while booking appointments instantly via easy-to-use online platforms. There are a number of new players, including medical care scheduling services like Zocdoc, and tech focused health insurance start-ups like Oscar Health, who understand how to leverage customer service to deliver a better product and improved patient experience. Engaging healthcare providers and patients “It’s not enough for the physician to deliver high-quality medical services, but the patient needs to have an overall positive patient experience at every touchpoint,” says Katie Bourke, a partner at the healthcare consulting and marketing agency Points Group.
Medical providers and insurance companies had no incentive to innovate or to differentiate.īut advancements in technology have forced almost every business to serve customers across more and more channels, and healthcare is no exception. In the past, insurance restrictions and a prior lack of information have meant that patients have little choice in where they get help. Healthcare is one of the last industries to transition to a more customer-centric model.
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