Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect

“The coronavirus pandemic has validated the principles of this book—that we need healthcare with no address, helping people where they are and when they need it,” writes Dr. Stephen K. Klasko in Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect. “Telehealth worked. Providing guidance to families worked. Listening worked. Even under our greatest threat since World War II, the principles of using digital medicine to get care out to people turned out to be critical.”

Dr. Klasko and Ryan Donohue explore this evolving delivery model in a fascinating look at the history of patient-centric care and the rise of the healthcare consumer as a powerful new voice. In addition to the compelling reasons why consumer-centric care is so crucial, the authors share how leaders can work to build health systems focused on it. They offer actionable ideas for implementation in individual organizations and explore topics such as:

• The latest research on what matters most to healthcare consumers today
• Leadership skills needed to drive patient-centric initiatives
• New applications of digital health technology and data
• The Picker Institute’s Eight Dimensions of Patient-Centered Care
• Best practices and case studies from leading organizations

As healthcare consumers continue to demand the same types of interactions they enjoy in other industries, healthcare organizations must work hard to build frictionless customer experiences that create lasting connections and build genuine loyalty.

This book describes a once-in-an-era transformation in healthcare. Is your organization ready?

About the Author

Ryan Donohue, corporate director of program development at NRC Health, is a thought leader in the realm of healthcare consumerism. His mission is to inspire and persuade hospital and health system leaders to embrace and engage the healthcare consumer. Over the past 15 years, he has conducted extensive research on the effects of consumerism on healthcare in the United States.

Donohue has authored several publications on healthcare consumerism, brand strategy, and effective marketing tactics. He is an adviser for The Governance Institute and a regular contributor to the Boardroom Press newsletter and other Governance Institute publications. He speaks regularly at Governance Institute leadership conferences and webinars, as well as at other healthcare leadership events.

NRC Health is the largest surveyor of healthcare consumers in the United States. Donohue has worked with many top health systems and hospitals to understand the changes resulting from a more consumer-centric healthcare climate. Representative clients include Mayo Clinic, Trinity Health, Baylor Scott & White Health, New York–Presbyterian Hospital, Providence, and Partners HealthCare. Donohue continues to research how consumers make decisions and how providers can move to the leading edge in consumer and patient engagement and retention.

Stephen K. Klasko, MD, MBA, is an advocate for a transformation of healthcare and higher education. He has been a pioneer in using technology to build health assurance, not just sick care.

As president and CEO of Philadelphia-based Thomas Jefferson University and Jefferson Health since 2013, Dr. Klasko has led one of the nation’s fastest-growing academic health institutions based on his vision of reimagining healthcare and higher education. Under his leadership, Jefferson Health expanded from 3 hospitals to 14, and the 2017 merger of Thomas Jefferson University with Philadelphia University created a preeminent professional university that includes fashion, design, architecture, and healthcare programs. He served as dean of two medical colleges and as leader of three academic health enterprises before becoming president and CEO at Jefferson.

In 2020, Dr. Klasko was named the first Distinguished Fellow of the World Economic Forum (WEF) and will co-chair the WEF Board of Stewards for The Future of the Digital Economy and New Value Creation platform. For three years, he has been included on Modern Healthcare’s list of the Top 100 Most Influential People; in 2018, he tied for second place.