Patient No Longer Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect

“The coronavirus pandemic has validated the principles of this book—that we need healthcare with no address, helping people where they are and when they need it,” writes Dr. Stephen K. Klasko in Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect. “Telehealth worked. Providing guidance to families worked. Listening worked. Even under our greatest threat since World War II, the principles of using digital medicine to get care out to people turned out to be critical.” Dr. Klasko and Ryan Donohue explore this evolving delivery model in a fascinating look at the history of patient-centric care and the rise of the healthcare consumer as a powerful new voice. In addition to the compelling reasons why consumer-centric care is so crucial, the authors share how leaders can work to build health systems focused on it. As healthcare consumers continue to demand the same types of interactions they enjoy in other industries, healthcare organizations must work hard to build frictionless customer experiences that create lasting connections and build genuine loyalty. This book describes a once-in-an-era transformation in healthcare. Is your organization ready?

Ryan Donohue, corporate director of program development at NRC Health, is a thought leader in the realm of healthcare consumerism. He is an adviser for The Governance Institute and a regular contributor to the Boardroom Press newsletter and other Governance Institute publications.  Stephen K. Klasko, MD, MBA, is an advocate for a transformation of healthcare and higher education. As president and CEO of Philadelphia-based Thomas Jefferson University and Jefferson Health since 2013, Dr. Klasko has led one of the nation’s fastest-growing academic health institutions based on his vision of reimagining healthcare and higher education.