How Consumer Engagement Is Reshaping Service Delivery

Consumers expect three things from technology: convenience, affordability, and quality service. This morning OPEN MINDS Senior Associate, Deb Adler opened the OPEN MINDS Consumer Engagement Technologies Summit with this concept. These consumer preferences, which mirror payer preferences, are shaping a “new normal" in health and human service delivery.

Ms. Adler's presentation made me think more about the immediate changes that technology is causing in the health and human service system—in the delivery of therapy, in the restructuring of primary care, and in the clinical and service workforce. And why consumer engagement is essential to success in the emerging . . .