Medical Construction & Design

JAN-FEB 2016

Medical Construction & Design (MCD) is the industry's leading source for news and information and reaches all disciplines involved in the healthcare construction and design process.

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26 Medical Construction & Design | JA N UA RY/ F EBRUA RY 2016 | MCDM AG.COM AFFORDABLE CARE AGE those less af uent and more vulnerable consumers will also benefi t from this change over time, particularly as coverage continues to expand. A passive "patient" no longer, this empowered consumer will solidify the baseline expectation that healthcare services will be ef ciently provided with high clinical quality. True perceived value will be predicated on the "Value = Quality/ Cost" equation, with the definition of quality based on the presumption: "Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for." — Peter Drucker Already demanding and receiving such value in other industries they interact with daily, these empowered consumers will likely seek and pay more for better alternatives that deliver the increased value that legacy healthcare providers will be unable to offer. As the influence of the empowered consumer increases, providers must ultimately transition the business model of healthcare from transactional to relational in order to differentiate and sustain their viability. The answer to a doctor's prayer? As the shift continues from a volume- based model to a value-based model amid more agile competitors, successful provid- ers must address myriad issues while ef ectively managing limited resources. Re-envisioning how and where physical space is conceived, utilized and better integrated with technology will serve an important role in success. Instead of being a destination, health services will need to be on-demand and surround the consum- ers at the right place and time. While hospitals will always be an es- sential part of the healthcare delivery sys- tem, their role will be a smaller one within the overall delivery system. Therefore, it is increasingly important to develop this delivery system as an ef ective network of care with distributed, yet interconnected access points that ef ciently provide the appropriate services where necessary. Needs of generations The millennial generation contributes $1.3 trillion of the total $4 trillion of direct consumer commercial spending; how- ever, they have more debt, lower historic earning and are consequently more cost- sensitive. They prefer the acquisition of experiences instead of products and are more inclined toward access than owner- ship, all of which has driven the concept of the "sharing economy." More infl uenced by non-experts than professionals, they demand reciprocity, co-creation and personalization from the companies from which they purchase products and services and expect reciproc- ity and brand authenticity. Very adept with technology and social media, millennials will develop strong brand loyalty to orga- nizations that deliver and will be actively critical of those who do not. Identifi ed as the "maker generation," ISSUE FOCUS Located in Fullerton, California, St. Jude is a comprehensive outpatient center set in a cheerful, yet modern consumer-focused environment. A bridge provides convenience for clinicians and patients needing to cross over to the center. The center is also connected to a nine-level parking structure. ST. JUDE MEDICAL PLAZA 23 m Since 2009, the total number of patients served annually has increased from 17 million to 23 million. Source: 17.6m Since the Affordable Care Act became law, about 17.6 million uninsured people have gained coverage. Source:

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