Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Consumer Driven Healthcare is a Game Changer - Firstsource Solutions - Blog

Consumer Driven Healthcare is a Game Changer

With the continuing surge in healthcare costs and patients gaining greater control over medical budgets has led to a paradigm shift in healthcare — from a provider-driven industry to a consumer-driven one. In the past healthcare in the US ran on a business-to-business model where patients were incidental to healthcare and the hospital’s primary customer was the insurance company. But with patients having an increasing say over their healthcare dollars and legislation like the Affordable Care Act, health insurers have begun to sell directly to consumers through the marketplaces or insurance exchanges.

Under the Affordable Care Act (also known as Obamacare), patients can compare and shop for insurance plans on marketplaces based on their individual needs and competitive value. This has brought tremendous transparency into the system as consumers now have the power to compare plan metrics like premiums, co-pays, and direct payments. This in turn has made patients active participants invested in their healthcare, ensured an enhanced customer experience for them, and increased technology usage for interacting with the healthcare system.

Consumer driven healthcare (CDH) is aimed at restructuring healthcare around the patient or the consumer. It is based on the premise that if the consumer is made more aware and involved in her healthcare budget, she will not only actively participate but also lead a healthier lifestyle. This will ultimately bring down skyrocketing healthcare spend, particularly those that are unnecessary. CDH products like Health Savings Account (HSA) are being actively accepted by both consumers and employers. For instance, the number of people with HSA coverage rose to over 13.5 million in 2013, from 11.4 million in 2011.

The increased demand for CDH calls for integrating health IT systems and customer service with quality data, clinical decision support and comprehensive patient engagement strategies for an enhanced customer experience. It also requires clinics, hospitals and doctors to up their game and focus on customer satisfaction, improve safety and quality, and support patients in managing their own health.

However, consumer-driven healthcare is not without barriers. Critics argue that while it may reduce unnecessary hospital visits, it may also decrease necessary care especially for people from weaker economic backgrounds. When a patient is suffering from a life-threatening disease, he is not looking for a bargain and many will have to take a financial hit to pay up for expensive drugs and treatments given the blunt cost sharing provisions. Also, the lack of information may prevent patients from making decisions that are appropriate for them.

But it is hard to ignore that consumers now have multiple gateways to becoming smart buyers of healthcare services based on their choice and need. The way forward for Consumer Driven Healthcare lies in “managed consumerism” with the right balance of managed competition between providers, as well as patient focus.

You May Also Be Interested In:

- Healthcare Business Process Outsourcing Services


Publish Date: September 23, 2015 5:00 AM

2020 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

View more from Firstsource Solutions

Recent Blog Posts:
Internet of Things: Transforming Life and BusinessOctober 26, 2015 5:00 AM
Brick & Mortar Vs Digital Banking – Striking a BalanceOctober 14, 2015 5:00 AM
Patient Experience Management – The New Success MantraOctober 7, 2015 5:00 AM
Social Wallet and the Rising Digital Banking PhenomenonSeptember 30, 2015 5:00 AM
Consumer Driven Healthcare is a Game ChangerSeptember 23, 2015 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =