Ease of access, from virtual care to mental health services, has become the defining expectation for patients, says Highmark Health's president and COO.
In this episode of HL Shorts, Highmark Health president and COO Karen Hanlon shares what sheโs seeing in consumer behavior from her perspective at an integrated system and why simplifying the experience matters for healthcare leaders.
Jay Asser is the CEO editor for HealthLeaders.
KEY TAKEAWAYS
Patients want faster, simpler access to care through multiple channels, including virtual and in-person options, and are less tolerant of delays than before the pandemic.
Expanding access, especially in mental and behavioral health, can preserve in-person capacity for the most acute patients while improving the overall experience.