As far back as the 1930s, there have been frequent references to “consumerism” in healthcare. Today, consumerism broadly refers to people proactively using trustworthy, relevant information and technology to make better-informed decisions, including healthcare options.

According to a 2022 Kaufman Hall study, 66% of healthcare providers consider their customer-centric initiatives to be a high priority but the most successful tools employed in traditional retail—marketing strategies, consumer segmentation, price comparison shopping, etc.—have fallen flat in healthcare.

Patients have large amounts of data available to them but knowing whether—or how—patients will use that data, presents a challenge. It’s important for providers to know what works and what doesn’t in order to better understand how the care they’re providing affects the overall experience of their customers. This is true for how facilities are designed and constructed as well.

In Episode 5 of Constructing with Care, Melissa Kiefer, Vice President of Project Development, Planning, Design and Construction at the Hospital for Special Surgery in New York and Supina Mapon, healthcare strategist for DPR Construction discuss consumer-centric care, best practices for creating a facility that supports on-demand needs and the most critical needs for today’s patient.

Listen to Episode 5 on Apple Podcasts, Google Podcasts and Spotify

Read the related article Construction’s Role in Healthcare Consumerism. You can also read all articles in the Healthcare Insight series and listen to past episodes of Constructing with Care available here.

Check back soon when we speak with general contractors and designers working directly in the field on constructing a hospital expansion on an active campus, where safety, cleanliness and communication during construction are key.

Subscribe for future episodes to hear conversations with inspiring guests from across the healthcare and construction industry about how considerations in healthcare design and construction can create better clinical workflow, enhance patient experience, improve efficiency, and more.

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