People don’t stop being customers when they become patients.
They expect ease. They expect to feel seen. They order dinner from HelloFresh. Try on glasses at home from Warby Parker. Get same-day delivery from Amazon Prime. And when it’s time for a mammogram or specialist referral? They want that same clarity and control. But also something more profound. They want to feel heard and cared for. Treated like a whole person, not just a symptom.
The challenge is real. So is the opportunity.
The most loyal and ultimately most valuable patients are those who value both convenience and connection. Too many health systems still think like providers. Not like brands. And while they hesitate, new players—from retail to big tech—are reshaping what healthcare can feel like.
Consumer delight isn’t a soft metric. It’s a growth strategy.
When it’s easier to schedule, understand costs, and get answers, people notice. When staff listens, when care teams engage beyond the chart, and when treatment sees the whole person, they remember.
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