Jennifer Griffin, Product Marketing Specialist,Health and Wellness Division, Angie’s List shares her insights at the Connected Health Summit: Engaging Consumers. Jennifer spoke on the "Healthcare Purchasing Decisions: The Power of the Informed Consumer" panel at the 2014 event.

What is the most important next step for healthcare providers to engage consumers in digital health solutions?
The most important step for healthcare providers to engage consumers in digital health solutions is to consistently deliver the best, most focused experience to their patients. You never know who is going to report about his or her experiences online, so providing consistently superior service delivers a better patient experience.

As consumers turn to the web more to research providers, they are looking for more than quality and cost data—they want to know about the experiences of other like-minded healthcare consumers. Key valued attributes such as effectiveness of treatment, communication, bedside manner, and availability help quality-conscious consumers select the right provider to meet their needs. Providers who actively participate in the practice of collecting feedback are able to create more opportunities to engage, empower, and grow a solid foundation of loyal customers. Ultimately, the hope is that open lines of communication will lead to better outcomes—a win-win for both provider and patient.

What will be the biggest impact for consumers as a result of digital health solutions?
Greater and more convenient access to information is creating a more discerning and empowered consumer. Having the ability to be more connected will create more opportunities for engagement before, during, and after care. Consumers now have the ability to research providers, treatments and conditions, cost, facilities, and long-term care management, should it be required. This level of convenient access creates an environment where consumers can learn, manage their health, and make more informed decisions regarding their care and that of their family. The more convenient it is to receive treatment, the more likely a consumer is to seek treatment. With the increasing popularity of urgent care, retail clinics, and telemedicine, a doctor is always just around the corner—even sometimes at your fingertips—and that can only lead to better preventative care and better overall health.

What will be the biggest driver for the digital health market?
The biggest driver for the digital health market will be the success of healthcare reform. Currently the healthcare industry is stifled by the unknown of reform, slowing the pace of innovation and development. Technological advancement and industry adoption will be the key to unlocking the future of delivering value within the new business model driven by healthcare consumerism.