Will Tech & Retail Eat Healthcare?

Are the new healthcare services from Amazon, Walmart, CVS, and many others a friend or foe to traditional health systems? Dr. Paul Keckley (one of the facilitators of the Affordable Care Act), Shari Campbell (a retail health leader), James Gardner (retail health policy analyst and marketing strategist), and more guide us through the ins and outs of the latest care delivery models.

Join Chris Hemphill as they guide us through conversations with some of the people driving change and hear why they’re urging us not to ignore this movement in consumer-first health.


Key Takeaways:

  1. The nearly $4 trillion healthcare industry often brings confusing and costly experiences to customers and patients. Big retail and tech companies are entering the industry with the purpose of disruption. They plan to bring much more convenience, access, cost, and transparency to the industry.
  2. Several of those tech and retail companies are already making huge, disruptive steps into healthcare. For example, Walmart has built impressive standalone clinics. 81% of consumers are dissatisfied with their care because of difficulty to access, high cost, long wait times, and general inconvenience. Emerging successful businesses are those that engrain convenience wherever people work, shop, live, and click.
  3. When you want to be in healthcare to help people, you may hesitate to call healthcare a business, because that focuses on profit instead of people, but businesses have to focus on the customer first to be successful. Healthcare business leaders should put themselves in their customer’s shoes and learn what their experiences are actually like.
  4. One method for putting the customer at the center of a business is looking at 4 key components: likeliness to recommend, overall satisfaction, brand trust, and customer effort. Then brainstorm ideas to fix things, go to customers, and ask which of those problems they would prioritize and fix first.
  5. The healthcare industry is too big and complex to be “taken over.” People have diverse and complex needs, but there will be big businesses that drive innovation and use data aggressively to drive health and loyalty.

Consumer experiences, major disruptors, and AI tech are shaping healthcare for years to come. On Hello Healthcare, we dive deep on these issues with leaders who are driving change. We hope that their stories will drive you to demand or create a better future.

Available to stream on all major listening platforms under Hello Healthcare Podcast and Healthcare NOW Radio.