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Top 5 videos from HIMSS17

10 CIO priorities for the age of consumerism

Advisory Board research director Doug Thompson says that providers need to understand and strive to meet consumer needs.
By Tom Sullivan
09:38 AM
CIO priorities consumerism

Consumerism has many technological implications that healthcare CIOs would be wise to keep pace with, according to Doug Thompson, senior director of research at Advisory Board.

Thompson made a distinction between patient engagement and consumerism such that the former means people being actively involved in their own health while in the latter scenario consumers are informed decision makers and sellers, healthcare providers in this case, respond to consumers’ interest above all others.

“Providers may find that their business will improve if they pay attention to consumer needs and do a better job of meeting those needs,” Thompson said. “They know this by talking with their consumers, finding out what they want, and understanding the implications to their business.”

Through its research, the Advisory Board determined these 10 technologies to be key elements that enable healthcare consumerism:

1. Integrated provider search, payment estimation and scheduling

2. Virtual care technologies and applications

3. Hospital way finding

4. Workflow automation

5. Customer-driven quality reporting

6. Cost accounting systems

7. Real-time patient feedback systems

8. Integrated patient portals

9. Membership programs and tools

10. Simplified billing and payment technologies

Hospital executives looking to tap into consumerism should prioritize provider search, virtual care, cost accounting and simplified payment, Thompson said. 

“In all cases local priorities should be set based on conversations with your local consumers,” Thompson said. “Their wants and needs may be different.”

Thompson is scheduled to speak at the session, “Consumerism: Strategies to meet new market demands and rising expectations,” at HIMSS17 on Feb. 19, 2017 at 2 p.m. – 3 p.m. EST in room 304E.

HIMSS17 runs from Feb. 19-23, 2017 at the Orange County Convention Center.


This article is part of our ongoing coverage of HIMSS17. Visit Destination HIMSS17 for previews, reporting live from the show floor and after the conference.


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