I have dedicated my career to healthcare technology. Why? Because I am passionate about putting the patient at the center of their care and believe technology is a catalytic agent that will help organizations achieve that goal. Forrester helps clients create customer-obsessed operating models. In healthcare, you need to be obsessed with your patients. If not, you’re doing it wrong.

I began my career in the revenue cycle of a regional health system. That experience opened my eyes to the lack of transparency patients have about what care they receive, including visibility into out-of-pocket costs before services are rendered. A decade later, this sentiment still rings true for many.

We have hit the tipping point for patients to be empowered consumers. What is your organization doing to transform digitally? As a technology vendor or agency, what is your strategy to enable clients to deliver a better patient experience?

The need for progress is critical — whether you are focused on improving patient experience to drive retention and revenue or are truly altruistic in your intentions. Consumer behavior, not healthcare services, determines approximately 40% of a patient’s health risk. As an organization pushed to lower costs and improve outcomes — and keep patients happy while you do it — this number alone should keep you up at night.

Technology alone will not fix healthcare, but it will certainly play a big part. Stay tuned for my research on healthcare technology including analytics, artificial intelligence (AI), cloud, electronic health records (EHR), population health, and more.

Please enjoy this blog, and don’t hesitate to get in touch (especially via briefings and inquiries).