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    Five Things to Know About the Uber and Lyft Provider Partnerships


    Full-service providers

    The trend toward full-service providers is an interesting one, according to Reid. Reid points to Mount Sinai MyChart, which sends reminders to patients about upcoming appointments and enables patients to communicate directly with their doctor. 

    “We'll see providers continue to offer more services to drive new business, without question. Technology is an affordable way to do this as patients move other aspects of their lives online,” Reid says. 


    Shah shares a similar viewpoint: “There is no doubt that we will continue to see the patient demand that healthcare keep up with the services they can access outside of a care setting,” he says.

    From what Seib has experienced when it comes to healthcare payments, providers are demanding new ways to streamline their processes and improve the patient experience. “Consumer-driven technology holds great promise for the industry in achieving these dual goals. When more connections are made like this, the industry has the opportunity to really transform how the business of healthcare is done,” he says.

    Here are five takeaways from the Uber and Lyft moves:

    1. There are still many inefficiencies in healthcare, ripe for disruption. “These present a huge revenue opportunity, which is why companies like Uber and Amazon have their sights set on healthcare,” Reid says.
    2. Reframe your discussions away from patient compliance and toward patient success. “Adopting technology that improves the patient's ability to succeed in an episode of care benefits everyone,” says Shah.
    3. The industry has a long way to go to improve the patient experience. The partnerships with Lyft and Uber are just scratching the surface of what patients need in the industry, according to Seib. “The typical patient experience is filled with frustration “In fact, the data is telling us that patient satisfaction falls significantly after discharge and through the billing process. Compared to the billing experience with Lyft or Uber, it’s pretty clear that change in healthcare payments is needed right now.”
    4. Technology is your friend and it’s certainly your patients’ friend. “As more tech companies move into healthcare, it’s imperative to embrace this change not just because your patients are asking for it— although that is a pretty good reason—but technology makes sense for your organization, as well,” says Seib. “Yes, patients will be more likely to engage with your organization. However, technology is built to remove the frustration and costly processes for organizations as well.”
    5. Change is hard and it can be an investment to leverage new technology, but the consequences for not embracing new technology will cost significantly more. “Patients are viewing healthcare organizations with a more critical eye than ever before,” Seib says. “Providers who do not make a change will face increasing attrition and diminishing brand loyalty. Those who do leverage technology for a better patient experience will find their organization thriving for years to come.”


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