POST SUMMARY: Biopharma organizations should be preparing for the customer of the near future by building capabilities now rather than… more>>
Dave deBronkart, writes “There may be other industries where so much has changed at once, but I don’t know of them. I myself lived through dramatic restructuring of my industry thirty years ago – typesetting – when desktop publishing put fonts and tools in consumer hands. Today most of my industry lives in your computer, perhaps even in your phone. We who excelled at the old game couldn’t imagine such change, but reality is reality, and when technology democratizes, change is real. Some ignored it at their peril – but some understood it, and got a leg up on the laggards.”
The Internet has become a fundamental part of most people’s lives, and that means it’s come to medicine. Pew Internet research shows the extent of online consumer engagement in health, and it’s widely said that there are more Googlesearches for health every day than there are doctor visits. The good news is, this is a clear sign that families want to understand their health – they want to engage and be informed. Providers who welcome this – who teach, coach, encourage – will be preferred over ones who roll their eyes.
Plus, smart patient communities can be genuine partners, bringing real value to overloaded clinicians. As I said in testimony one day in Washington, “The solution is not to restrict and constrain. Empower the people: enable, and train.”
Consumerism is a threat if you’re worried how you rank. But if you want to be rewarded for being better than the rest, there’s nothing better than readily accessible quality data and great satisfaction scores.