Dive Brief:
- The Cleveland Clinic is undergoing a series of changes aimed at "millenials," the rising generation of 80 million in the US coming just after Generation X.
- For example, knowing that millennials are particularly sensitive to speed of transactions, the Clinic has made it possible for any patient to get an appointment the same day if they call before 4 PM.
- The Clinic is also reaching out millennials by being accessible through electronic and social media channels, including appointments and information via mobile, online chat and e-mail with doctors (once a HIPAA waiver is signed).
Dive Insight:
The Cleveland Clinic may be a leader in patient-centered accessibility, but it can't stay unique for long. Its focus on speed, availability of physicians and willingness to engage via electronic channels is simply the way both medical groups and hospitals will have to function in coming years. Yes, it will be difficult to transform your organization into one that can serve these kinds of needs, but if you want to take the lead in your market, there is no getting around it -- being accessible is the key to being successful.