Healthcare Industry
    Assessment of Digital Maturity

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    Synopsis

    Reputable industry studies seem to suggest that the Healthcare industry lags other industries in digital maturity by several years. Although regulatory requirements with respect to Patient information and health safety, are frequently cited as the primary reasons, massive consolidation in the US may have somewhat desensitized the industry to the importance of the customer experience, the main driver of digital transformation. According to Forrester, a research company, healthcare firms lag most other industries in adopting business technologies for improved customer engagement, although the picture is more nuanced when looking at the key healthcare subsectors: Medtech, Providers and Bio/Pharma (source: BCG, a consulting company). Medtech is understandably very much advanced with technology and software being the core of its business and its need to compete in a B2B marketplace. Bio/Pharma was much less advanced with 70% of firms being digital laggards (BCG) due in part to complex supply chains and protection in the US. Providers, which here includes hospitals, medical centers and insurers, were also very much behind. Overall, taking into account customer experience, operational excellence, and business innovation, the Healthcare Industry received a relative digital maturity score of around 58%.

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