The Great Shift: How One Medical is disrupting the patient experience

(Originally published in MedCity News in 2020. Coauthored with Ryan Van Wert.)

During the height of the Covid-19 pandemic, health systems experienced a great shift, shutting down services for elective procedures and other clinical activities to create capacity for patients affected by the novel coronavirus. They also adopted telemedicine, which had been available for years but suffered from inadequate reimbursement. The forced and accelerated pace of this shift has no precedent in healthcare.

Now, as financially battered health systems begin to emerge to a new normal, investment in the patient experience has never been more important. Every ambulatory visit and every procedure really counts toward attracting and retaining patients. As such, health systems need to force upon themselves a great and purposeful shift towards a better patient experience. They need to disrupt themselves because the American consumer needs and expectations have long been changing and because over the course of a few months with Covid-19, care delivery models accelerated by years.

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Originally published at https://medcitynews.com on June 30, 2020.