Adrenaline’s own Gina Bleedorn and Sean Keathley discuss what healthcare can learn from the financial and retail sectors.
On Monday, September 18, Adrenaline’s president, Sean Keathley, and CXO, Gina Bleedorn, took to the stage at the Healthcare Facilities Symposium & Expo in Austin, TX to discuss how the disruption that has come to the financial and retail industries can actually help healthcare organizations plan for a healthier future. As we’re seeing across nearly every industry today, consumers are demanding experiential change, and healthcare is the next big industry ripe for transformation.
Just as financial and retail before it, technological advances are fueling the engine of change that all industries must adapt to or expire. Healthcare is actually seeing the beginning stages of disruption with the advent of the pop-up clinics for quick convenience, 24/7 nursing help lines/chat sessions, and even telehealth visits over the web. But it’s not just technology that disrupts; it’s how technology shifts our culture, driving consumer expectation.
As we discussed in Healthcare’s 21st Century Renaissance, the first phase of healthcare disruption is already here. In financial, we saw bankers wield less power and authority as consumers’ embraced change. In healthcare, we’re seeing that same power-shift between doctors and patients thanks to easy access to information. Of course, people will want doctors to diagnose illnesses, but we don’t always need a doctor for small concerns and will find more convenient ways toward health empowerment.
Donna Ware, Executive Director of Planning and Design for BJC HealthCare, attended the session and says, “The focus on the customer journey is one we take very seriously at BJC Healthcare. We can learn from relevant parallels between the financial sector and healthcare. The examples presented both demonstrated best practices in action and envisioned the next phase of patient-centered care for our industry.”