The Post-COVID-19 Patient Journey

COVID-19 changed the patient journey in America. It sped up the transformation that was already underway around the use of data and digital tools to enable better and varied access, engagement, transparency and control. There’s an urgent need to assess what worked, what didn’t and what changes were influential at a level beyond the immediate need of responding to COVID-19. What’s here to stay (and what may continue to evolve)? There’s absolutely opportunity today for providers and payers to respond with actions that help ensure patients experience the best outcomes, while also looking ahead at ever-newer approaches and technologies, such as artificial intelligence (AI), to ensure an even better and more resilient patient journey, and improved provider operations, going forward.

This white paper provides strategic analyses and recommendations to assist decision-makers in prioritizing those opportunities.