Customer satisfaction conceptInstead of utilizing multiple, disparate solutions that essentially do the same thing, health care executives will need to hone in on and create frictionless patient experiences.

COVID-19 unveiled the inefficiencies and patient frustrations of the U.S. health care system and what happens to health care providers that have been laggards in digital transformation efforts. While the introduction of several vaccines shows promise, the impact of the pandemic will have long-standing implications for health care well into 2021 and beyond. As we take stock of the lessons from 2020 and kick-off the new year, here are five things the health care industry will need to focus on and better address in 2021.

1. Patient-centric digital transformation

Technologies that keep patients informed, engaged and satisfied while powering a financially strong health care organization will be essential for success. During and after the pandemic, patients will naturally have questions regarding their health, a rescheduled elective procedure, a bill they received, or payment options. This could lead to increased call volume for your teams. To handle this surge in patient inquiries, health systems must deploy digital channels, like they did with telehealth.

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