Fractured user experience fuels consumerism criticism

The consumer movement in healthcare is largely failing, which has fueled a debate over whether it’s worth saving.

People wait months for appointments. Quality data is scarce and obscure. Hospital discharge packets are several inches thick. Confusing charges fill surprise bills. Providers sue patients.

Healthcare executives are trying to change that. They are rolling out online portals, remote monitoring devices, virtual consultations, and scheduling and billing tools to try to get individuals more involved in their health.

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