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

cardiac care
Just Thinking… About the Role of Critical Thinking in Cardiac Care With Dr. Minh Tran
July 14, 2025

As cardiovascular disease continues to rank as the leading cause of death globally, the importance of expert cardiac care has never been more evident. The American Heart Association reports that over 800,000 Americans experience a heart attack each year, and many rely on the fast, critical thinking of cardiac specialists to survive. In an…

Read More
IP radios
Icom’s IP Radios Fill Critical Gaps in Privacy, Range, and Cost for Commercial Fishermen
July 11, 2025

Hamvention 2025 served as a platform for exploring how advanced radio technologies are supporting specialized industries. Secure and far-reaching communication remains a critical need for the commercial fishing sector. Rick Waedekin, the President of Coast Marine Marketing and Icom’s West Coast Sales Rep, spoke with Harold Whittlesy of Satellite Technical Services about the growing…

Read More
DXpedition
Icom Powers 3Y0K : Ham Radio’s Most Ambitious DXpedition to Remote Bouvet Island Part 1
July 11, 2025

Bouvet Island sits at the edge of the world. It is frozen, uninhabited, and almost impossible to access. Fewer people have set foot there than in space. That level of remoteness is exactly what makes it so valuable to amateur radio operators. The island ranks tenth on ClubLog’s list of Most Wanted DXCC entities,…

Read More
entrepreneurial success
The Hidden Key to Entrepreneurial Success: Build Momentum Through Personal Branding and Authentic Networking
July 10, 2025

What if the biggest pivot of your career started with a conversation?  In this episode of Professional Quotient, host Jason Winningham welcomes Fanny Dunagan, CEO and Content Strategist of PathLynks, LLC. Fanny shares her journey from high-pressure consulting in Singapore to founding her own media and branding company — and why learning to network…

Read More