Current approaches to patient-centered care are based on aggregated preferences rather than individualized needs. Researchers and health systems deploy focus groups and surveys to assess general patient preferences in an effort to determine “what patients want.” But patients are a diverse group with diverse needs.via hbr.org
It is nice that “Big Data” can be used to taylor the experiences for patients (customers) when they visit healthcare facilities. However, this data is completely useless if the staff providing the service don’t have a “customer service” focused mindset. This focus is not something that is trained overnight or identified through some focus group but rather through experience. Organizations need to understand that achieving a “customer service” mindset may never be achieved by some of its staff.