The Servicification of Healthcare

A health care system responsive to the needs of patients, the community and health care purchasers is essential for a vital overall economy. In the U.S., health care services have traditionally been purchased by parties other than the patient including employers and the government. Recent changes in health care financing are giving patients a greater degree of direct purchasing power. This and other changes are forcing an emerging emphasis on service in the delivery of health care. In addition greater emphasis is being placed on health care quality, safety and affordability. The discussion will explore the drivers of these changes and the implications for health care providers, purchasers and consumers.