Providers must learn from Amazon for consumerism to take hold in healthcare

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Hospitals and health systems say that improving customer experience is high on their list, according to the results of an annual survey by Kaufman Hall. Yet the industry still isn’t seeing aggressive action – or innovation – from the majority of players.

Kaufman Hall surveyed more than 200 hospitals and health systems across the country and published its findings in its 2018 State of Consumerism in Healthcare: Activity in Search of Strategy. According to a press release, while providers are putting more emphasis on pleasing consumers, “initiatives generally lack a foundation of consumer insights and analytics, favor traditional over innovative approaches, and have not overcome longstanding problems with the consumer healthcare experience.”[1]

The survey results show:

  • Only 8 percent of organizations responding to the survey are rated Tier 1 performers for aggressively pursuing consumer-centric strategies[2]
  • Only 23 percent are rated Tier 2 performers for piloting consumerism initiatives and identifying needs relative to the organization’s overall strategy[3]
  • Nearly 70 percent of organizations are in Tiers 3 and Tier 4, indicating that they either have not yet begun, or are in the very early stages of their consumerism efforts[4]
  • Only 5 percent of organizations rated in the top tier for aggressively pursuing pricing strategies and price transparency[5]

While hospitals are planning consumerism efforts, they are losing market share to the innovators who are already providing people satisfying experiences with convenience and lower costs.

Becker’s Hospital Review, in a special Speaker Series, recently spoke with Eric Meizlish, co-founder, president and chief strategy officer of Lumere, formerly known as Procured Health. When asked what he sees as the most vulnerable part of a hospital’s business, Meizlish answered: “Hospitals need to maintain patient volumes and mitigate share losses to alternate venues of care. However, convenience and cost are driving patients away in droves.”[6]

Meizlish also shared that the best thing he’s read lately is the most recent letter from Jeff Bezos to Amazon shareholders. Meizlish said, “It’s not sufficient to focus solely on patient outcomes [and] overlook patient experience, value and cost; high standards must apply to the whole operation simply because they are contagious. They build on themselves and can be self fulfilling because organizations with high standards attract people of high standards in all functions. Amazon strives to serve the multidimensional needs of its customers, and our healthcare system ought to as well.”[7]

Amazon is the leader in customer experience. With continued innovation and disruption, the retail giant has proven again and again that those who remain in the status quo will lose. Providers who are slow to innovate and disrupt current business models will undoubtedly lose market share and possibly go the way of previous hospitals who have been forced into bankruptcy and closure.

Kaufman Hall’s survey shows that providers do care and do want to provide consumers with good experiences. Maybe they are stuck because they can’t find the right vehicle to allow them to give people the “Amazon” experience. There are portals, and online billing systems, and patient concierges and all sorts of patient care experiences. But most of these are siloed and don’t work together as one well-greased machine that gives people seamless, start-to-finish easy ways to purchase, receive and pay for healthcare services.

HealthQRS has created an entire e-commerce platform for the industry that will allow hospitals and physicians to give patients the “Amazon” experience in healthcare.

Our solution provides people a full retail experience in healthcare just like they are used to receiving from Amazon for retail goods. From their smartphones, consumers can search for services and procedures in their network, see true prices – not just estimates – schedule the service, search for discounts, pay for the service or set up payment plans, find transportation, receive appointment alerts, wellness alerts, and even see a doctor via telemedicine. You name it. We offer it.

HealthQRS integrates fully to your EHR and can also enhance your existing portals and other patient engagement solutions. Our user-friendly app points them to your portals which will improve your meaningful use numbers and increase meaningful use funds.

HealthQRS’ e-commerce medical marketplace platform is the perfect vertical application for integrated delivery networks. Our solution provides regulation compliance and serves as a marketing tool for your services. We can help you compete with all the disruptions, including the new associations coming into play by marketing your services to the new association plans and to self-insured companies. At the same time, we will solve your bad debt issues caused by not collecting from consumers, and many other benefits. In addition, HealthQRS allows you to be compliant with the new CMS transparency rules beginning Jan. 1, 2019.

We are a software as a service (SaaS) so you only pay a low monthly fee. There are no upfront capital investments. We can have your system fully functional within weeks.

HealthQRS has over 15 years of experience developing healthcare retail experiences for people and our founders have over 50 combined years of e-commerce experience. We invite you to watch our user-friendly app video that you can use to win consumers. We also have a point-of-service solution video that may interest you. You can also check out our E-Commerce Medical Marketplace Flyer for more information. Why not contact us right now to schedule a personalized demo? We’re ready to help you gain market share, secure your financial outlook and provide consumers with a great experience.


[1] “Survey of Major Health Systems Reveals a Greater Emphasis on Consumer-Focused Strategies, but Progress Remains Slow,” Kaufman Hall Press Release, June 25, 2018,

[2]“Survey of Major Health Systems,” Kaufman Hall

[3] “Survey of Major Health Systems,” Kaufman Hall

[4] “Survey of Major Health Systems,” Kaufman Hall

[5] “Survey of Major Health Systems,” Kaufman Hall

[6] “The best thing Lumere co-founder Eric Meizlish recently read? Jeff Bezos’ letter to Amazon shareholders,” Becker’s Hospital Review, July 2, 2018,

[7] “The best thing Lumere co-founder Eric Meizlish,” Becker’s Hospital Review

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