Healthcare systems in many countries have become more complex and confusing as a result of increasing expansion and specialization over the past decades. Patients are required to identify a suitable entry point to the healthcare system, to orientate themselves within a multitude of organizations, to maneuver through the system, and to find the right place for their own healthcare needs. This situation is exacerbated with the current pandemic, where healthcare systems are struggling to cope with COVID-19 cases, and face-to-face interactions are limited. In this report, we discuss how to optimize the patient experience by turning gaps into new and previously unexplored business opportunities.
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