Improving the Patient Experience: The Rise of Healthcare Consumerism

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Executive Summary

The broad scope of participation directed by the 2009 Stimulus Act will cross many service areas and the Act's general information technology requirement for "meaningful use of Electronic Health Records, (EHRs)" in care delivery settings will directly affect patients, caregivers and member communities seeking to enhance patient value streams. The term "Consumerism" refers to the change in demand level from patients, caregivers and member communities, all demanding choicer, convenience, quality, access, information, service and authority. The hope is that these changes will provide for a better consumer experience, by way of more input into the medical decisions that affect them and their dependents, and more healthcare information that is specific to their medical condition.

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