Transforming the Patient Journey Post-COVID

The challenges healthcare executives and administrators face are constantly changing. Host Kevin Stevenson talks with the heroes behind the heroes that are enabling hospitals, urgent care centers and telemedicine operators to spend their time tending to patients, while they handle the logistics.

 

The digital consumer experience applies to much more than retail. It’s also integral for healthcare patients. As healthcare accelerated its digital channels in the pandemic, what does this mean for the consumer experience? To answer those questions, Astound Commerce, a global digital commerce platform, created the report, Transforming the Global Healthcare Consumer Journey: Now and Beyond Covid-19Talking about what they learned from this is Tina Wilson, VP of Global Health and Life Sciences.

The survey included 1,000 healthcare consumers all over the world. It asked them about their patient experiences. It looked at access to healthcare and the reception of telehealth. The insights were powerful. Tina said, “What surprised me the most was the significant challenge for women’s health. Only 21% of women felt very confident that they could afford an emergency healthcare situation.”

Along with the inequality of women, the study showed many disparities, supporting the importance of social determinants of health (SDOH) impact on access. “Only 40% of all respondents said they had adequate access to care,” Wilson added.

Different regions of the world also had different perspectives. “Those in South America were very responsive and had positive responses to healthcare. The EU less because of uncertainty around Brexit,” Wilson explained.

So how can providers better engage with patients to ensure better experiences and outcomes? Tina commented, “Patients are consumers. It’s relatively the same experience journey with other brands. And patients are adopting digital channels.”

The study revealed that 41% of respondents had used telehealth, and appointment scheduling online was up 39%. These data points further substantiate the consumerism of healthcare.

Wilson also spoke about the trends emerging in 2021, and it comes down to one word—data. “We’ll see trends toward accurate data, and companies need to process and act on it fast,” she noted.

Listen to Previous Episodes of MarketScale’s I Don’t Care Right Here!

Follow us on social media for the latest updates in B2B!

Image

Latest

talent
Grow Your Own Talent: How McDonald’s and Skilltrade Are Building a Culture of Lifelong Learning
October 7, 2025

The world of work is changing faster than ever. Automation is reshaping jobs, new technologies are rewriting what “qualified” means, and a new generation of workers is redefining what they expect from employers. From fast food to healthcare, companies are realizing they can’t just hire talent — they have to build it. They’re starting to…

Read More
The Tesla Test-How AI is Changing How We Search Video
The Tesla Test: How AI is Changing How We Search Video
October 7, 2025

In this episode of Secured, Mike Monsive sits down once again with Idan Koren, EVP of Marketing at Verkada, to discuss how artificial intelligence is transforming the landscape of physical security, operational efficiency, and the broader business of technology. The conversation begins with Verkada’s groundbreaking integration of natural language search in video surveillance —…

Read More
workforce education
Finding the North Star for Adult Learning: How UTI Is Redefining Workforce Education for Today’s Talent Needs
October 7, 2025

In a world where rapid technological change is redefining how we live, work, and learn, the demand for skilled labor and lifelong learning has never been higher. From electric vehicle repair to advanced diagnostics in healthcare, the U.S. faces a widening talent gap in the skilled trades and allied health industries. According to the…

Read More
child advocacy
Child Advocacy in Action: How CASA Sustains Impact Through Volunteerism and Vision
October 7, 2025

Across the United States, roughly 390,000 children are living in foster care, each facing the challenges of navigating the child welfare and court systems. Nonprofits working in this space carry the dual responsibility of supporting children’s emotional needs while also sustaining the funding and partnerships that make child advocacy possible. This raises a pressing…

Read More