Several of you asked me to put my ideas on healthcare consumerism into a brief deck. When asked, is it patient experience, is it patient access, or is it customer experience, my reply is it is whatever works for your organization.

For it to be of any real value to your organization, it needs to be designed and planned.

If it includes the cloud and cognitive, you are probably on the right track.

If it includes valet parking and serving Starbucks coffee, you probably want to start over.

Anyway, here is the link to the deck. I’d welcome any criticism and feedback your would care to offer.