Chapter 11Care Anywhere
Convenience is the American way.
Cheech Marin
American actor, comedian, and activist
Connected health consumers are the new norm. They increasingly expect personalized, device-enabled services that are smart and convenient. They benchmark their healthcare experiences against their other consumer experiences. In scheduling a virtual or in-person visit, they will compare the ease of doing so with the dinner reservation they just made through apps like OpenTable.
The pandemic accelerated changes in the online habits and expectations of consumers. Forty-one percent now shop daily or weekly using their mobile device or smartphone, compared to 12% five years ago.1 Another pandemic-driven change ...
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