Consumers aren’t waiting for healthcare to evolve—they’re already redefining what access means. They expect care to be affordable and available, but that’s only the beginning. Increasingly, they also demand experiences that are convenient, personalized, and digitally seamless. When those expectations aren’t met, they don’t hesitate to look elsewhere.

Understanding this shift requires more than demographic segmentation or digital analytics. It calls for a behavioral lens. Maslow’s Hierarchy of Needs and the Transtheoretical Model (TTM) offer complementary frameworks that, when applied together with journey sciences, reveal a spectrum of motivations driving healthcare decisions today. 

• Maslow helps us understand the “what”—the needs consumers are trying to meet, from cost and access to comfort, trust, and self-agency.
• TTM explains the “how”—the stages people move through as they prepare to engage with care.

But in today’s healthcare environment, these needs and behaviors don’t unfold in a predictable sequence. Instead, consumers express a unique blend of foundational requirements and lifestyle-driven expectations, shaped by digital-native habits and experiences in other service industries. 

This convergence of digital and human needs reframes how healthcare organizations must think about access to care.

The following five themes illustrate how a digital strategy informed by Maslow’s hierarchy, the Transtheoretical Model, and consumer insights can help healthcare leaders reduce friction, deepen engagement, and deliver measurable value across the care journey. 

Maslow’s Hierarchy Reimagined for Modern Healthcare 

Consumers still care about the basics—cost, insurance acceptance, and appointment availability. But they also expect experiences that reflect their identity, preferences, and time constraints. These expectations map to Maslow’s Hierarchy of Needs, but not in a linear way. 

• Foundational Needs: Insurance acceptance, out-of-pocket costs, appointment availability 
• Psychological Needs: Trust in providers, comfort with care teams, digital convenience 
• Self-Fulfillment Needs: Personalized experiences, proactive health management, seamless coordination 

Strategic Insight: Consumers are blending survival needs with lifestyle demands. Digital transformation must address both simultaneously. 

Behavioral Change is a Journey—Use the Transtheoretical Model to Guide It 

TTM offers a behavioral framework that aligns with how consumers engage with healthcare: 

Why it matters: Aligning digital tools with behavioral stages helps move consumers from passive to proactive engagement, improving both outcomes and retention. 

Caregivers Are the Hidden Power Users of Your Network 

One in three respondents in our 2025 Access to Care healthcare research study identified as caregivers. These important participants aren’t just supporting others. They’re often making the decisions about care teams, insurance plans, appointments, and more.

That means one person’s health care decisions can influence the outcomes and satisfaction of an entire household and beyond. Ignoring this persona means missing out on a major driver of patient loyalty and continuity. 

Design for Caregivers by Enabling: 

• Multi-profile scheduling 
• Shared access to care plans and records 
• Streamlined communication across care teams 

Friction is Expensive and Avoidable 

When scheduling is hard, people delay care or abandon it altogether. That’s not just a patient experience issue. It’s a revenue and health outcomes issue. Our 2025 Access to Care healthcare research study revealed that:

• 33.8% of caregivers reported difficulty scheduling care 

• 23.3% of all respondents who reported appointment-scheduling friction said this led to worsened health 

• More than 50% of those who experienced friction switched providers 

Actionable Moves: 

• Prioritize multi-modal engagement (digital, phone, in-person) 
• Integrate financial transparency into scheduling workflows 
• Design for caregivers—the hidden influencers of health decisions 

Healthcare is Competing With Commerce—And Losing Ground 

Digital-first care platforms are gaining traction because they’re easy, fast, and transparent. Consumers don’t compare healthcare to other hospitals or member portals—they compare it to Amazon, Uber, and their favorite apps. 

Strategic Response: 

• Treat Find-a-Provider as your digital front door 

• Use AI and predictive analytics to match patients with the right care, then make the path to schedule and receive care as seamless as possible

• Partner with urgent care and digital-first platforms to extend reach 

Final Word: Build for Behavior, Not Just Compliance 

Access isn’t a single point—it’s a cascade of decisions, behaviors, and expectations. By aligning digital strategy with a deep understanding of consumer behavior—whether through the lens of Maslow’s Hierarchy of Needs, the Transtheoretical Model (TTM), or journey sciences—healthcare leaders can design systems that are not only more human but more effective. 

Access is the new front door. Make sure it opens easily. 

Ready to Elevate Access to Care?

If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data + Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S.  Explore our healthcare expertise and contact us to learn more.

Faced with rising patient volumes, care complexity, and financial and labor pressures, healthcare organizations are looking at new ways to deliver better outcomes more efficiently. Intelligent automation (IA) has emerged as a powerful solution for achieving operational excellence and enhancing decision-making.

This is the first installment of our Intelligent Automation in Healthcare blog series, where we’ll explore what IA really means, how it differs from previous automation solutions, and why it’s becoming essential for healthcare transformation.

In this series, we’ll go over 4 key areas of IA and what it means for healthcare organizations:

• This article, Part 1, discusses what IA really means and why it’s essential for healthcare transformation
• Part 2 considers how increasing patient volumes and care complexity are overwhelming healthcare systems, and how IA can help
• Part 3 considers the economic and operational pressures healthcare organizations face, and how IA supports cost control and revenue growth
• Part 4 explores how IA helps healthcare organizations meet regulatory mandates, manage risk, and build future-ready systems

How Intelligent Automation Is Streamlining Healthcare Workflows

The term automation has been around for decades, but its meaning has evolved significantly in recent years. In the 1990s and early 2000s, legacy automation focused on rules-based workflows such as claims routing or basic task automation. These solutions were rigid, code-intensive, and often required traditional process modeling and orchestration using BPMN (Business Process Model and Notation). While they previously offered some efficiency benefits, they currently lack the adaptability and intelligence needed for modern, scalable systems.

That’s where IA comes in. Intelligent Automation offers a more streamlined way of enabling real-time decisioning and dynamic workflows by leveraging different automation technologies together. It’s not accomplished by a single technology working independently, but rather through a combination of insights and technologies acting in concert.

Key Components of Intelligent Automation

It’s common for enterprises to approach automation through a technology lens like robotic process automation (RPA) and then report they are “fully automated.” These organizations sought a specific solution and, in most cases, are stretching the technology beyond its intended purpose.

While partial automation can be achieved through traditional digital process automation (DPA) platforms or process orchestration, IA occurs at the intersection of process mining, DPA, RPA, and artificial intelligence (AI).  We are now moving towards an era of agentic frameworks, where automation isn’t limited to executing repetitive manual tasks or following predefined workflows, but also provides recommendations and decisions based on situational context and which actions can be taken.

Key components of Hyperautomation include:

• RPA and APA: Robotic process automation and the new Agentic process automation to not only automate repetitive tasks but also do complex automation with contextual awareness
• GenAI-enabled Process Discovery: Using generative AI to transform legacy business processes and application
• Agentic AI: Autonomous decision making within business workflows
• Case Management: Managing complex business process with defined stages and steps to move a case through it
• Intelligent Document Processing (IDP): Digitizing unstructured data from claims, enrollment forms, and faxes to enable seamless DPA across platforms.
• Low code/No code: Solution development with minimal coding effort

These technologies work together to reduce costs, improve process quality, and increase speed and agility—while also enhancing the experiences of patients, providers, and employees.

Learn More: Engineering Wellness and Efficiency in the Generative AI Era

The Need for Intelligent Automation Is Growing

Digital transformation demands agility and flexible frameworks ​that legacy systems do not support, which is accelerating the adoption of IA in healthcare.

The momentum is undeniable:

• In its 2025 healthcare predictions report, Forrester estimates that half of the top 10 U.S. health insurers will implement AI-powered tools to support contact center employees and care advocates​ in 2025.
• In its FutureScape Worldwide Healthcare Industry 2025 Predictions report, IDC predicts that by 2027, IA is projected to help the healthcare sector save up to $382 billion by enhancing efficiency across clinical, operational, and administrative workflows.

These trends reflect a growing acknowledgement that automation is not only a cost-saving tool, but a strategic enabler of better care delivery, operational resilience, and competitive advantage.

You May Also Enjoy: Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience [Webinar]

How Intelligent Automation Can Transform Healthcare Organizations

IA is already transforming healthcare across a wide range of functions. Here are just a few examples of how it can improve patient, provider, and payer operations:

Conversational AI (using GenAI)

• Context search across multiple documents based on prompts
• Case summary and comparison of content

Document Triage

• Channel intake, classification, data extraction, validation, and entry
• Integration of specialized AI and generative AI for faster, more accurate processing

Patient & Provider Operations

• Patient enrollment, insurance and benefit verification, prior authorization, scheduling
• Provider validation and NPI search
• Provider lifecycle management

Pharmacy & Supply Chain

• Order fulfillment, inventory management, compliance, and patient profiling
• Manage supply chain disruptions with AI

Consultation & Care

• Case management, utilization management, clinical analytics, and value-based care
• Prior Auth modernization

Claims Processing

• End-to-end automation from claim ingestion to quality control and audit
• Member and provider outreach, Medicare coordination, and COB

Enrollment

• End to end automation of enrollment process for requests received from different channels

These use cases go beyond simple task automation by reimaging entire workflows to deliver better outcomes, reduce costs, and improve efficiencies.

Read More: Revolutionizing Clinical Trial Data Management with AI-Powered Collaboration

Empowering Intelligent Healthcare Solutions Through Automation

Perficient combines strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations:

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

We are trusted by leading technology partners, mentioned by analysts, and Modern Healthcare consistently ranks us as one of the largest healthcare consulting firms.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare and automation expertise. Contact us to learn more.

And don’t miss Part 2 of this series, where we’ll be exploring how increasing patient volumes and care complexity are overwhelming healthcare systems, and how IA can help. See you then!

Clinical trial data management is critical to pharmaceutical research, yet it remains a significant challenge for many organizations. The industry faces several persistent hurdles:

Success In Action

Our tailored solution for a top-five life sciences leader integrated data from 13 sources and included bi-directional EDC integration and multiple AI models. Our deep understanding of clinical trial processes, data management, and platforms proved instrumental in delivering a solution that met—and exceeded—expectations. 

Want to know more about our approach to clinical trial data collaboration? Check out our guide on the subject.

Transform Clinical Data Review With An Expert Partner

Discover why the largest life sciences organizations – including 14 of the top 20 pharma/biotech firms, 6 of the top 10 CROs, and 14 of the top 20 medical device organizations – have counted on our world-class industry capabilities and experience with leading technology innovators. Our deep expertise in life sciences and digital technologies, including artificial intelligence and machine learning, helps transform the R&D process and deliver meaningful value to patients and healthcare professionals.

Contact us to learn about our life sciences and healthcare expertise and capabilities, and how we can help you transform your business.

Empower Healthcare With AI-Driven Insights

Every end product must meet and exceed customer expectations. For a successful delivery, it is not just about doing what matters, but also about how it is done by following and implementing the desired standards.

This post outlines the best practices to consider with IDMC CDI ETL during the following phases.

• Development
• Operations 

Development Best Practices

• Native Datatypes check between Database table DDLs and IDMC CDI Mapping Source, Target, and Lookup objects.
  • If any consistency is observed in IDMC mappings with Native Datatype/Precision/Scale, ensure that the Metadata Is Edited to keep them in sync between DDL and CDI mappings.
• In CDI, workflow parameter values in order to be consumed by the taskflows, a Dummy Mapping task has to be created where the list of Parameters/Variables needs to be defined for further consumption by tasks within the taskflows (Ex, Command task/Email task, etc)
  • Make sure to limit the # of Dummy Mapping tasks during this process
  • Best practice is to create 1 Dummy Mapping task for a folder to capture all the Parameters/Variables required for that entire folder.
  • For Variables whose value needs to be persistent for the next taskflow run, make sure the Variable value is mapped to the Dummy Mapping task via an Assignment task. This Dummy mapping task would be used at the start and end of the task flow to ensure that the overall task flow processing is enabled for Incremental Data processing.
• If some Audit sessions are expected to run concurrently within other taskflows, ensure that the property “Allow the mapping task to be executed simultaneously” is enabled.
• Avoid using the SUSPEND TASKFLOW option, as it requires manual intervention during job restarts. Additionally, this property may cause issues during job restarts.
• Ensure correct parameter representation using Single Dollar/Double Dollar. Incorrect representation will cause the parameters not to be read by CDI during Job runs.
• While working with Flatfiles in CDI mappings, always enable the property “Retain existing fields at runtime”.
• If a sequence generator is likely to be used in multiple sessions/workflows, it’s better to make it a reusable/SHARED Sequence.
• Use the Sequential File connector type for mappings using Mainframe VSAM Sources/Normalizer.
• If a session is configured to have STOP ON ERRORS >0, ensure the LINK conditions for the next task to be “PreviousTask.TaskStatus – STARTS WITH ANY OF 1, 2” within CDI taskflows.
• For mapping task failure flows, set the LINK conditions for the next task to be “PreviousTask.Fault.Detail.ErrorOutputDetail.TaskStatus – STARTS WITH ANY OF 1, 2” within CDI taskflows.
• Partitions are not supported with Sources under Query mode. Ensure multiple sessions are created and run in parallel as a workaround.
• Currently, parameterization of Schema/Table is not possible for Mainframe DB2. Use an ODBC-type connection to access DB2 with Schema/Table parameterization.

Operations Best Practices

• Use Verbose data Session log config only if absolutely required, and then only in the lower environment.
• Ensure the Sessions pick the parameter values properly during job execution
  • This can be verified by changing the parameter names and values to incorrect values and determining if the job fails during execution. If the job fails, it means that the parameters are READ correctly by the CDI sessions.
• Ensure the Taskflow name and API name always match. If different, the job will face issues during execution via the runAJobCli utility from the command prompt.
• CDI doesn’t store logs beyond 1000 mapping tasks run in 3 days on Cloud (it does store logs in Secure Agent). To retain Cloud job run stats, create Audit tables and use the Data Marketplace utility to get the Audit info (Volume processes, Start/End time, etc) loaded to the Audit tables by scheduling this job at regular intervals (Hourly or Daily).
• In order to ensure no issues with Generic Restartability during Operations, ensure a Dummy assignment task is introduced whenever the code contains Custom error handling flow.
• In order to facilitate SKIP FAILED TASK and RESUME FROM NEXT TASK operations, ensure every LINK condition has an additional condition appended, “Mapping task. Fault.Detail.ErrorOutputDetail.TaskStatus=1”
• If mapping task log file names are to be suffixed with the Concurrent run workflow instance name, ensure it is done within the Parameter file. IDMC mapping task config level is not capable due to parameter concatenation issues.
• Ensure to copy mapping task log files in the Secure agent server after job run, since IDMC doesn’t honour the “Save Session log for these runs” property set at the mapping task level when the session log file name is parameterized.
• Ensure Session Log File Directory doesn’t contain / (Slash) when used along with parameters (ex., $PMSessionLogDir/ABC) under Session Log Directory Path. When used, this would append every run log to the same log file.
• Concurrent runs cannot be performed on taskflows from the  CDI Data Integration UI. Use the Paramset utility to upload concurrent paramsets and use the runAJobCli utility to run taskflows with multiple concurrent run instances from the command prompt.

Conclusion

In addition to coding best practices, following these Development and Operations best practices will help avoid rework and save efforts, thereby achieving customer satisfaction with the Delivery.

Choosing a provider is one of the most personal decisions in healthcare. Yet, one in five consumers abandon healthcare organizations due to poor digital experiences.

In our recent webinar “Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience,” healthcare leaders explored how AI-powered search, recommendations, and personalization are redefining the “Find Care” experience. Hosts Tara Becker, Perficient principal of healthcare and life sciences, and Mike Raley, Coveo SVP of marketing, detailed why this matters more than ever for health systems seeking to grow, compete, and deliver better outcomes.

Below, we break down the most important takeaways from the session:

1. Find Care Is the New Front Door—and It Must Feel Like Commerce

Healthcare is increasingly judged by the same standards as consumer brands like Door Dash and Expedia. Patients expect to search, compare, and book appointments as easily as they would a hotel or a ride share.

Key Insights:

• Digital access is a revenue driver. A seamless Find Care experience builds trust, drives patient acquisition, and reduces leakage.
• Friction leads to churn. 41% of consumers consider switching providers if the digital experience doesn’t meet expectations.
• Convenience drives action. Patients want to search by criteria that matters to them—location, gender, language, availability—and they want to book instantly.

2. AI-Powered Search and Personalization Are Game-Changers

AI relevance platforms like Coveo are transforming how patients find care. By unifying content, provider data, and real-time intent signals, AI enables hyper-personalized, intuitive experiences.

What AI Enables:

• Smart search that understands intent. Patients can type “family doctor near me” and instantly see relevant, bookable options.
• Dynamic filtering and recommendations. AI surfaces providers based on availability, insurance, and patient preferences.
• Generative answers grounded in trusted content. Patients get accurate, contextual responses—without hallucinations.

3. Strategy First: Align Digital Investments with Business Outcomes

Technology alone isn’t enough. A successful Find Care transformation starts with a clear strategy aligned to organizational goals.

Strategic Best Practices:

• Define your North Star. Establish KPIs that serve as success criteria for your new Find Care experience and prioritize service lines (e.g., cardiology, oncology, primary care) that drive revenue and impact.
• Map patient journeys. Understand your personas (e.g., caregivers, chronic patients), their preferences, expectations, journeys, and friction points. Design a seamless experience that removes obstacles and guides healthcare consumers to conversion.
• Audit and optimize content. Ensure provider profiles are robust and updated. Service line pages need to be relevant, actionable, and conversion-focused.

4. Build a Scalable, Interoperable Tech Stack

Find Care must integrate seamlessly with your existing systems—EHR, CRM, DXP, and more. Flexibility and interoperability are key.

Technical Considerations:

• Platform-agnostic design. Because our AI-powered Find Care solution is DXP-agnostic, it can be tailored for your organization and preferred martech stack, whether that includes Adobe, Sitecore, Acquia, Optimizely, WordPress, etc.
• Unified data layer. Connect provider directories, appointment systems, and content repositories so the most relevant information is delivered to users.
• HIPAA-compliant AI. Ensure patient data is secure while delivering personalized experiences.

5. Measure What Matters: From Clicks to Conversions

Digital success must be measured in business terms—not just traffic. Establish an outcomes dashboard that ties digital engagement to revenue, access, and health outcomes—and report it to the C-suite.

Metrics That Matter:

• Appointment conversions and completions
• Search abandonment and content gaps
• Patient satisfaction and Net Promoter Score (NPS)
• Operational efficiency (e.g., reduced call volume, fewer no-shows)

6. Start Small, Scale Smart

You don’t need to do everything at once. Begin with priority, high-impact experiences and service lines, then iterate.

A Phased Approach:

• Phase 1: Define a patient-centric Find Care blueprint.
• Phase 2: Implement Coveo for a powerfully integrated, unified search experience.
• Phase 3: Launch online appointment scheduling for primary care and urgent care.
• Phase 4: Expand to specialty services and guided journeys.
• Phase 5: Layer in generative AI and conversational experiences.

Final Thought: Find Care Is Not Just a Feature—It’s a Strategic Imperative

In an increasingly competitive and crowded health care marketplace, Find Care is your digital front door, your commerce engine, and your trust builder. AI-powered experiences are no longer optional—they’re expected.

Healthcare leaders who invest in intelligent, patient-centric digital pathways will not only win market share—they’ll improve outcomes, reduce costs, and build lasting loyalty.

Ready to Reimagine Your Find Care Experience?

If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data + Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value. We are one of a select group of Coveo Platinum partners helping brands design, architect, and implement modern intelligent search solutions that empower users to be more successful and deliver a winning customer experience.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S.  Explore our healthcare expertise and contact us to learn more.

Watch the On-Demand Webinar Now

Healthcare organizations (HCOs) face mounting pressure to boost operational efficiency, improve health and wellness, and enhance experiences. To drive these outcomes, leaders are aligning enterprise and business goals with digital investments that intelligently automate processes and optimize the health journey. 

Clinical intelligence plays a pivotal role in this transformation. It unlocks advanced data-driven insights that enable intelligent healthcare organizations to drive health innovation and elevate impactful health experiences. This approach aligns with the healthcare industry’s quintuple aim to enhance health outcomes, reduce costs, improve patient/member experiences, advance health equity, and improve the work life of healthcare teams. 

Intelligent Healthcare Organizations: Driven By Clinical Intelligence  

Our industry experts were recently interviewed by Forrester for their April 2025 report, Clinical Intelligence Will Power The Intelligent Healthcare Organization, which explores ways healthcare and business leaders can transform workflows to propel the enterprise toward next-gen operations and experiences. 

We believe the fact that we were interviewed for this report highlights our commitment to optimize technology, interoperability, and digital experiences in ways that build consumer trust, drive innovation, and support more-personalized care.  

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading health plans and providers: 

• Business Transformation: Activate strategy for transformative outcomes and health experiences. 

• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability. 

• Data Analytics: Power enterprise agility and accelerate healthcare insights. 

• Consumer Experience: Connect, ease, and elevate impactful health journeys. 

Understand and Deliver On Consumer Needs and Expectations 

Every individual brings with them an ever-changing set of needs, preferences, and health conditions. Now more than ever, consumers are flat out demanding a more tailored approach to their health care. This means it is imperative to know your audience. If you do not approach people as individuals with unique, personal needs, you risk losing them to another organization that does.  

Becoming an intelligent healthcare organization (IHO) takes more than just a technology investment; it is a complete restructuring of the enterprise to infuse and securely utilize clinical intelligence in every area and interaction.

In its report, Forrester defines an IHO as, “A healthcare organization that perpetually captures, transforms, and delivers data at scale and creates and seamlessly disseminates clinical intelligence, maximizing clinical workflows and operations and the experience of employees and customers. IHOs operate in one connected system that empowers engagement among all stakeholders.”

Ultimately, consumers – as a patient receiving care, a member engaging in their plan’s coverage, or a caregiver supporting this process – want to make and support informed health care decisions that cost-effectively drive better health outcomes. IHOs focus on delivering high-quality, personalized insights and support to the business, care teams, and consumers when it matters most and in ways that are accessible and actionable.

Orchestrate Better Health Access 

Digital-first care stands at the forefront of transformation, providing more options than ever before as individuals search for and choose care. When digital experiences are orchestrated with consumers’ expectations and options in mind, care solutions like telehealth services, find-care experiences, and mobile health apps can help HCOs deliver the right care at the right time, through the right channel, and with guidance that eases complex decisions, supports proactive health, and activates conversions. 

The shift toward digital-first care solutions means it is even more crucial for HCOs to understand real-time consumer expectations to help shape business priorities and form empathetic, personalized experiences that build trust and loyalty. 

In its report, Forrester states, “And as consumer trust has taken a hit over the past three years, it is encouraging that 72% of healthcare business and technology professionals expect their organization to increase its investment in customer management technologies.”  

Clinical intelligence, leveraged well, can transform the ways that consumers interact and engage across the healthcare ecosystem. IHOs see clinical intelligence as a way to innovate beyond mandated goals to add business value, meet consumers’ evolving expectations, and deliver equitable care and services.  

Interoperability plays a crucial role in this process, as it enables more seamless, integrated experiences across all digital platforms and systems. This interconnectedness ensures that consumers receive consistent, coordinated care, regardless of where they are seeking treatment and are supported by informed business and clinical teams. 

Mandates such as Health Level 7 (HL7) standards, Fast Healthcare Interoperability Resources (FHIR), and Centers for Medicare & Medicaid Services (CMS) Interoperability and Patient Access Final Rule are creating a more connected and data-driven healthcare ecosystem. Additionally, CMS price transparency regulations are empowering consumers to become more informed, active, and engaged patients. Price transparency and cost estimator tools have the potential to give organizations a competitive edge and drive brand loyalty by providing a transparent, proactive, personalized, and timely experience. 

The most successful organizations will build a proper foundation that scales and supports successive mandates. Composable architecture offers a powerful, flexible approach that balances “best in breed,” fit-for-purpose solutions while bypassing unneeded, costly features or services. It’s vital to build trust in data and with consumers, paving the way for ubiquitous, fact-based decision making that supports health and enables relationships across the care continuum. 

Success In Action: Empowering Healthcare Consumers and Their Care Ecosystems With Interoperable Data

Enable Caregivers and Care Teams 

As the population ages, caregivers play an increasingly important role in the healthcare journey, and their experience is distinct. They may continually move in and out of the caregiver role. It’s essential to understand and engage these vital partners, providing them with important tools and resources to support quality care.  

Clinical intelligence can provide HCOs with advanced insights into the needs of caregivers and care teams, helping clinical, operational, IT, digital, and marketing leaders design systems that support the health and efficacy of these important care providers.  

Integrated telehealth and remote monitoring have become essential to managing chronic conditions and an aging population. Intuitive, integrated digital tools and personalized messaging can help mitigate potential health barriers by proactively addressing concerns around transportation, costs, medication adherence, appointment scheduling, and more.  

A well-planned, well-executed strategy ideally supports access to care for all, creating a healthier and more-welcoming environment for team members to build trust, elevate consumer satisfaction, and drive higher-quality care.  

Success In Action: A Digital Approach to Addressing Health Equity 

Improve Operational Efficiencies for Care Teams 

HCO leaders are investing in advanced technologies and automations to modernize operations, streamline experiences, and unlock reliable insights.  

Clinical intelligence paired with intelligent automations can accelerate patient and member care for clinical and customer care teams, helping to alleviate stress on a workforce burdened with high rates of burnout.  

In its report, Forrester shares, “In Forrester’s Priorities Survey, 2024, 65% or more of healthcare business and technology professionals said that they expect their organization to significantly increase its investments in business insights and analytics, data and information management, AI, and business automation and robotics in the next 12 months.”  

It’s clear the U.S. healthcare industry stands on the cusp of a transformative era powered by advanced analytics and holistic business transformation. AI-driven automations can reduce administrative costs, while AI-enabled treatment plans offer hyper-personalized precision medicine. As technology continues to shape healthcare experiences, Felix Bradbury, Perficient senior solutions architect, shares his thoughts on the topic: 

“Trust is crucial in healthcare. Understanding how to make AI algorithms interpretable and ensuring they can provide transparent explanations of their decisions will be key to fostering trust among clinicians and patients.” 

AI can be a powerful enabler of business priorities. To power and scale effective use cases, HCOs are investing in core building blocks: a modern and secure infrastructure, well-governed data, and team training and enablement. A well-formed strategy that aligns key business needs with people, technology, and processes can turn data into a powerful tool that accelerates operational efficiency and business success, positioning you as an intelligent healthcare organization.  

Success In Action: Engaging Diverse Audiences As They Navigate Cancer Care 

Healthcare Leaders Turn To Us

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more. 

As technology continues to advance, patients and care teams expect to seamlessly engage with tools that support better health and accelerate progress. These developments demand the rapid, secure, scalable, and compliant sharing of data. 

By aligning enterprise and business goals with digital technology, healthcare organizations (HCOs) can activate strategies for transformative outcomes and improve experiences and efficiencies across the health journey. 

IDC Market Glance: Healthcare Provider Operational IT Solutions, 1Q25 

Perficient is proud to be included in the categories of IT Services and SI services in the IDC Market Glance: Healthcare Provider Operational IT Solutions, 1Q25 report (doc #US52221325, March 2025). We believe our inclusion in this report’s newly introduced “Services” segmentation underscores our expertise to leverage AI-driven automation and advanced analytics, optimize technology investments, and navigate evolving industry challenges. 

IDC states, “This expansion reflects the industry’s shift toward outsourced expertise, scalable service models, and strategic partnerships to manage complex operational IT and infrastructure efficiently.” 

IDC defines IT Services as, “managed IT services, ensuring system reliability, cybersecurity, and infrastructure optimization. These solutions support healthcare provider transformation initiatives, helpdesk management, network monitoring, and compliance with healthcare IT regulations.” The SI Services category is defined by IDC as, “system integration services that help deploy technologies and connect disparate systems, including EHRs, RCM platforms, ERP solutions, and third-party applications to enhance interoperability, efficiency, automation, and compliance with industry standards.”  

Advanced Solutions for Data-Driven Success 

We imagine, engineer, and optimize scalable, reliable technologies and data, partnering with healthcare leaders to better understand consumer expectations and strategically align digital investments with business priorities.  

Our end-to-end professional services include: 

• Digital transformation strategy:  The healthcare industry’s rapid evolution requires attention in several areas – adopting new care models, capitalizing on disruptive technologies, and affecting regulatory, operational, financial, and organizational change. We equip HCOs to recognize and speed past potential hurdles in order to maximize ROI by making the most of technology, operational, and financial resources. 

• Cloud-native environments: Cloud technology is the primary enabler of business transformation and outcomes-focused value. Investing in cloud allows HCOs to overcome limitations of legacy systems, improve stability, and reduce costs. It also leads to better solution quality, faster feature delivery, and encourages a culture of innovation. Our expert consultants tailor cloud solutions to unique business needs, empowering teams and fueling growth, intelligence, and long-term profitability. 

• Hyper-scalable data infrastructures: We equip HCOs to maximize the value of information across the care ecosystem by uncovering the most meaningful, trustworthy data and enriching it with critical context so you can use it to answer difficult questions, power meaningful experiences, and automate smart decisions. Trusting data begins with having trust in the people, processes, and systems that source, move, transform, and manage that data. We partner to build data into a powerful, differentiating asset that can accelerate clinical, marketing, and operational excellence as information is exchanged across organizations, systems, devices, and applications. 

• AI ecosystems: HCO’s face mounting competition, financial pressures, and macro uncertainties. Enhance operations with innovative and intelligent AI and automation solutions that help you overcome complex challenges, streamline processes, and unlock new levels of productivity. Holistic business transformation and advanced analytics are front and center in this industry evolution, and generative AI (GenAI) and agentic AI have fundamentally shifted how organizations approach intelligence within digital systems. According to IDC, “GenAI will continue to redefine workflows, while agentic AI shows promise to drive real-time, responsive, and interpretive orchestration across operations.” Position yourself for success now and in the future with enhanced customer interactions, reduced operational costs, and data-driven decision-making powered by our AI expertise. 

• Digital experiences: Digital-first care options are changing the face of healthcare experiences, bringing commerce-like solutions to consumers who search for and choose care that best fits their personal priorities and needs. We build high-impact experience strategies and put them in motion, so your marketing investments drive results that grow lasting relationships and support healthy communities. As the healthcare landscape continues to evolve – with organizational consolidations and new disruptors reshaping the marketplace – we help you proactively and efficiently attract and nurture prospective patients and caregivers as they make health decisions. 

We don’t just implement solutions; we create intelligent strategies that align technology with your key business priorities and organizational capabilities. Our approach goes beyond traditional data services. We create AI-ready intelligent ecosystems that breathe life into your data strategy and accelerate transformation. By combining technical excellence, global reach, and a client-centric approach, we’re able to drive business transformation, boost operational resilience, and enhance health outcomes. 

Success in Action: Illuminating a Clear Path to Care With AI-Enabled Search 

Empower Healthcare Experiences Through Innovative Technology 

Whether you want to redefine workflows, personalize care pathways, or revolutionize proactive health management, Perficient can help you boost efficiencies and a competitive edge.  

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading health systems: 

• Business Transformation: Transform strategy into action: improve operations, lower costs, build operational resilience, and optimize care. 

• Modernization: Provide quality, cost-effective tools and platforms that enable exceptional care. 

• Data Analytics: Enable trusted data access and insight to clinical, operational, and financial teams across the healthcare ecosystem. 

• Consumer Experience: Harness data and technology to drive optimal healthcare outcomes and experiences. 

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.

Universal Design is about creating spaces, systems, and services that can be used by all people, regardless of age, ability, or background. Among its key principles, Equitable Use stands out as a cornerstone for fostering inclusivity. It ensures that everyone has access to the same opportunities without discrimination or exclusion, emphasizing fairness and dignity for all. Here’s why Equitable Use is vital for everyone.

What is Equitable Use?

Equitable Use means designing products and services that are accessible to all users in the same way, without segregating or stigmatizing certain groups. It prioritizes fairness, ensuring that individuals with disabilities, older adults, and other marginalized groups can benefit from the same resources as everyone else.

Why Equitable Use Is Important for Everyone

Promotes Inclusivity

• • By prioritizing equitable access, this principle ensures that no one is left behind. Whether it’s in physical spaces, digital interfaces, or everyday products, everyone deserves the ability to interact without barriers.

Fosters Dignity and Independence

• • Equitable Use allows individuals to engage in activities independently, without needing special assistance. This preserves their dignity and fosters confidence, particularly for those who may otherwise feel excluded.

Reflects Social Responsibility

• • Designing for Equitable Use demonstrates a commitment to social responsibility and fairness. It shows that a business or institution values diversity and respects the unique needs of every individual.

Encourages Universal Access

• • When environments and services are designed equitably, they become accessible to people across all demographics. For instance, a pharmacy with counters at accessible heights benefits wheelchair users, older adults, and even children.

Increases Usability for All

• • Equitable designs often improve usability for everyone, not just for those with disabilities. For example, large, clear signage in pharmacies helps individuals with visual impairments, non-native speakers, and people navigating the space for the first time.

Enhances Customer Satisfaction

• • Businesses that implement Equitable Use principles create positive experiences for all customers. People are more likely to return to environments where they feel valued and respected.

Supports Legal Compliance

• • Many accessibility laws, such as the Americans with Disabilities Act (ADA), require equitable designs to prevent discrimination. By adhering to these principles, organizations protect themselves while creating inclusive spaces.

Prepares for Future Needs

• • Equitable Use anticipates the evolving needs of society. As populations age and diversify, equitable designs ensure longevity and relevance for spaces, services, and tools.

Real-Life Examples of Equitable Use

Accessible Entrances

• • Entrances with ramps and automatic doors provide access to everyone, including people using mobility aids, parents with strollers, and delivery workers carrying heavy packages.

Digital Accessibility

• • Websites designed with screen reader compatibility, keyboard navigation, and alt text for images ensure equitable use for individuals with visual or mobility impairments.

Universal Packaging

• • Medication packaging with clear, readable labels benefits not only those with visual impairments but also older adults and customers in low-light conditions.

Public Transportation

• • Equitable Use in transportation, such as buses with low floors and priority seating, ensures everyone can travel comfortably, including the elderly and pregnant individuals.

Equitable Use is far more than an accessibility guideline—it is a principle that embodies fairness, inclusivity, and respect for diversity. By prioritizing equitable designs in products, services, and environments, society can create spaces where everyone feels welcome and capable. This approach not only benefits marginalized communities but also enhances the experience for all users, creating a world where no one is excluded.

Let’s build a future where equity and inclusion are not just ideals but realities in everyday life.

Creating operable content in pharmacies that minimizes the risk of mistakes and accommodates unintentional actions is crucial for accessibility. The Universal Design principle of Tolerance for Error supports the creation of systems and environments that anticipate human error and provide safeguards to prevent negative consequences. By applying this principle, pharmacies can design inclusive services that enhance customer confidence and usability.

What is Tolerance for Error?

Tolerance for Error refers to designing spaces, systems, and services that reduce the potential for mistakes and protect users from adverse consequences if errors occur. It emphasizes proactive measures to minimize risks and support recovery when errors happen, promoting safe and stress-free interactions.

How Tolerance for Error Enhances Operable Content

Clear Feedback Mechanisms

• • Provide immediate and clear feedback to customers when errors occur. For example, if a customer inputs an invalid prescription number online, display a message like “The prescription number entered is incorrect—please check and try again.”

Undo and Redo Options

• • Incorporate features that allow users to easily undo or redo actions. For instance, in online prescription refill forms, allow customers to go back and edit information before final submission.

Confirmation Prompts

• • Require customers to confirm actions before finalizing them, such as submitting payment information or processing prescriptions. This helps prevent accidental submissions.

Error Prevention Design

• • Reduce the likelihood of errors by designing intuitive interfaces. For example, auto-fill options or dropdown menus can simplify data entry and reduce mistakes.

Safety Nets

• • Implement safety mechanisms, such as validation checks, that alert users to potential issues. For instance, if a customer tries to select a medication dose that conflicts with their prescription, the system should flag the issue.

Accessible Recovery Options

• • Allow users to recover from errors easily. For example, if a customer accidentally deletes their account or order, provide an option to restore it without contacting customer support.

Inclusive Warnings

• • Use clear and easy-to-understand warnings for potential risks or mistakes. Avoid technical jargon and provide visual, auditory, or tactile cues as necessary.

Real-World Applications in Pharmacies

Medication Dispensing Safety

• • Use automated dispensing systems that verify prescription details before dispensing medication, reducing the risk of errors.

Digital Error Handling

• • Design pharmacy apps with error recovery features, such as editing orders, resubmitting forms, or recovering forgotten login credentials.

Physical Environment Features

• • Place clear and visible labels on pharmacy shelves to reduce confusion and misplacement of products.

Service Counter Safeguards

• • Provide pharmacists with tools that double-check prescriptions for errors before finalizing orders.

Benefits of Tolerance for Error in Operable Content

Improved User Confidence

• • When customers know that errors can be corrected easily, they feel more comfortable and confident using pharmacy services.

Enhanced Safety

• • Proactively minimizing mistakes reduces risks, such as medication errors, contributing to better health outcomes.

Increased Accessibility

• • Features that anticipate and recover from errors make pharmacy services more inclusive for individuals with cognitive or physical challenges.

Customer Satisfaction

• • A smooth and stress-free experience fosters customer loyalty and trust in the pharmacy.

The Universal Design principle of Tolerance for Error ensures that operable content in pharmacies is safe, forgiving, and user-friendly. By minimizing the risk of mistakes and providing clear recovery options, pharmacies can create environments that are inclusive and accessible to all customers. This approach not only promotes usability but also reinforces trust and confidence in essential healthcare services.

Together, we can design pharmacy spaces and systems that empower everyone to interact comfortably and securely.

The principle of Low Physical Effort is central to creating operable content and environments that are accessible to all customers. In pharmacies, this Universal Design principle ensures that services, tools, and spaces require minimal physical strain, allowing individuals with mobility limitations, chronic conditions, or temporary injuries to engage comfortably. By applying this principle, pharmacies can enhance inclusivity and empower all customers to access essential services with ease.

What is Low Physical Effort?

Low Physical Effort focuses on designing systems that minimize the physical demands required to operate or engage with products, spaces, or tools. This principle eliminates unnecessary strain and ensures that interactions can be carried out efficiently and comfortably by everyone, including individuals with limited strength, dexterity, or endurance.

How Low Physical Effort Enhances Operable Content

Accessible Digital Platforms

• • Pharmacy websites, apps, and kiosks should be operable using simple actions such as single-click interactions, voice commands, or keyboard shortcuts. These reduce the need for prolonged or repetitive motions.

Ergonomic Design of Tools

• • In-store prescription kiosks, payment terminals, and service counters should be designed for easy use, with controls that require minimal force to activate. For instance, touchscreens should be sensitive enough to respond to light touches.

Convenient Layouts

• • The physical arrangement of pharmacy spaces should allow customers to navigate easily with minimal effort. This includes wide aisles, automatic doors, and strategically placed seating areas for those who need to rest.

No Need for Complex Motions

• • Operable elements such as doors, buttons, or switches should avoid requiring twisting, grasping, or pinching motions. Instead, features like push plates for automatic doors or large, easy-to-press buttons are ideal.

Lightweight Interactions

• • Digital services should eliminate the need for prolonged engagement. For example, streamlined online forms for prescription refills reduce the time and effort required to complete tasks.

Hands-Free Options

• • Incorporate hands-free alternatives where possible, such as motion-sensor doors or voice-activated customer support chat systems, to accommodate a wide range of abilities.

Real-World Applications in Pharmacies

In-Store Adjustments

• • Install powered entry doors, lower shelves, and height-adjustable service counters to accommodate customers who may have difficulty bending, reaching, or pushing heavy doors.

Digital Accessibility

• • Provide streamlined digital services, such as a simplified prescription refill process with auto-fill features, enabling customers to complete tasks quickly and with minimal effort.

Medication Dispensers

• • Use automated dispensing systems that require a simple push or voice command to retrieve medications, making the process easier for individuals with limited mobility.

Drive-Through Services

• • Offer drive-through pharmacy services to reduce the need for customers to leave their vehicles, minimizing physical effort for those with mobility challenges.

Benefits of Low Physical Effort in Operable Content

Enhanced Accessibility

• • Services that require minimal effort are more accessible to a broader range of customers, including those with disabilities, temporary injuries, or chronic conditions.

Increased Customer Comfort

• • By reducing physical strain, pharmacies create a more comfortable and welcoming environment for all customers.

Improved Customer Satisfaction

• • Streamlined, low-effort interactions result in a more pleasant experience, fostering loyalty and trust among customers.

Inclusive Design Reputation

• • Pharmacies that prioritize accessibility through low-effort solutions are recognized as inclusive and socially responsible, enhancing their community standing.

The Universal Design principle of Low Physical Effort plays a vital role in creating operable content and environments that are accessible, comfortable, and inclusive. By minimizing the physical demands required to engage with pharmacy services, businesses can provide equitable access to essential healthcare while improving the overall customer experience.

Together, we can design pharmacy spaces and systems that prioritize ease, dignity, and inclusivity for everyone.

Creating operable content in pharmacies that accommodates the diverse needs and preferences of all users is critical for accessibility. The Universal Design principle of Flexibility in Use supports operable content by enabling multiple methods of interaction and adaptation. Pharmacies can use this principle to ensure that everyone, regardless of physical, cognitive, or sensory abilities, can engage comfortably with their services.

What is Flexibility in Use?

Flexibility in Use refers to designing products, environments, and services that accommodate a wide range of individual preferences and abilities. This principle promotes choice and adaptability, ensuring customers can interact in ways that suit their specific needs.

How Flexibility in Use Enhances Operable Content

Multiple Interaction Methods

• • Provide various ways for customers to interact with pharmacy services. For example, prescription refill kiosks can include touchscreens, tactile buttons, voice commands, and keyboard navigation to accommodate different abilities.

Customizable Interfaces

• • Digital platforms such as pharmacy websites and apps should allow users to adjust settings like text size, contrast, language, and navigation preferences for easier interaction.

Alternative Input Options

• • Offer diverse input options, such as physical controls, virtual keyboards, voice activation, or gesture-based controls, to enable flexible engagement.

Interactive Accessibility Features

• • Incorporate features that adapt to user needs, such as adjustable audio instructions for customers with visual impairments or multilingual options for customers who speak different languages.

Scalable Physical Design

• • Ensure that in-person tools, such as payment terminals or prescription kiosks, can be adjusted to accommodate individuals of varying heights or mobility aids.

Real-World Applications in Pharmacies

Adaptive Prescription Management

• • Allow customers to manage prescriptions through their preferred medium—whether it’s a mobile app, website, phone call, or in-person visit.

Accessible Customer Support

• • Offer customer service through multiple channels, such as live chat, phone support, and email, ensuring flexibility for diverse user needs.

Inclusive Checkout Systems

• • Equip checkout systems with tactile buttons, adjustable screens, and voice guidance to accommodate customers with visual or mobility impairments.

Versatile Navigation

• • Design pharmacy layouts with clear, flexible pathways that accommodate wheelchairs, strollers, and customers with mobility aids.

Benefits of Flexibility in Use for Operable Content

Enhanced Accessibility

• • By offering multiple ways to interact, pharmacies ensure that all customers, including those with disabilities, can access their services independently and comfortably.

Improved Customer Experience

• • Flexibility fosters inclusivity, creating a positive experience for diverse customers and increasing satisfaction and loyalty.

Broader Customer Reach

• • Accommodating a wide range of preferences and abilities attracts a larger customer base, expanding the pharmacy’s reach and impact.

Future-Proof Design

• • Flexible features adapt easily to new technologies and evolving customer needs, ensuring long-term usability.

The Universal Design principle of Flexibility in Use is a key factor in creating operable content that supports inclusivity and accessibility in pharmacies. By accommodating diverse preferences and abilities, pharmacies can ensure their services are user-friendly, empowering all customers to engage independently and confidently.

Let’s prioritize flexibility and inclusivity in healthcare, creating spaces where everyone feels welcome and capable.

When designing operable digital and physical spaces in pharmacies, the principle of Equitable Use is foundational. It ensures that all customers, regardless of their abilities, can access and interact with services without discrimination. By incorporating this principle into operable content, pharmacies can create environments that are truly inclusive, empowering all individuals to engage independently and effectively.

What is Equitable Use?

Equitable Use refers to designing spaces, services, and tools to be accessible to all users without making some feel disadvantaged or excluded. It emphasizes fairness in access and use, ensuring everyone has equal opportunities to benefit from the pharmacy’s offerings.

How Equitable Use Enhances Operable Content

Universal Access to Interactive Elements:

• • Pharmacies should ensure that all interactive components—such as prescription refill kiosks, appointment scheduling tools, and customer service chatbots—are accessible to customers with disabilities. This includes compatibility with screen readers and keyboard navigation.

Non-Discriminatory Design:

• • Operable features should not exclude any groups. For example, digital platforms must accommodate individuals who cannot use a mouse by offering keyboard shortcuts or voice commands.

Inclusive Service Counters:

• • For in-person interactions, service counters should be designed at accessible heights for individuals using wheelchairs, and include clear signage and assistive listening systems for those with hearing impairments.

Multiple Methods of Engagement:

• • Provide varied ways for users to interact with pharmacy services, such as touchscreens, voice commands, and physical buttons, ensuring inclusivity for different needs and preferences.

Accessible Customer Support:

• • Online chat tools and phone support should be operable for customers with diverse abilities. For instance, live chat interfaces should include text-to-speech and speech-to-text functionalities.

Real-World Applications in Pharmacies

Accessible Prescription Kiosks:

• • Implement kiosks with tactile buttons, voice guidance, and adjustable screens to accommodate customers with mobility, visual, and hearing impairments.

Mobile Accessibility:

• • Design pharmacy apps that are operable on various devices and platforms, ensuring compatibility with assistive technologies such as screen readers.

Clear Physical Navigation:

• • Create pharmacy layouts with wide aisles, ramps, and intuitive signage to support equitable physical access to services and products.

Digital Accessibility Standards:

• • Adhere to WCAG guidelines for equitable access to websites and apps, ensuring operable components like buttons, menus, and forms are designed inclusively.

Benefits of Equitable Use for Operable Content

Empowering Independence:

• • Equitable design empowers customers with disabilities to access services independently, preserving dignity and fostering confidence.

Expanding Customer Base:

• • Inclusive operable features attract a broader customer base, including individuals who may face barriers in traditional pharmacy settings.

Compliance and Reputation:

• • Meeting accessibility standards not only ensures legal compliance but also enhances the pharmacy’s reputation as a socially responsible business.

Improzved Health Outcomes:

• • Customers who can easily operate pharmacy tools and services are more likely to engage fully with healthcare, leading to better adherence and overall wellness.

Equitable Use is the cornerstone of creating operable content that serves all customers fairly and inclusively. By integrating this Universal Design principle, pharmacies can provide digital and physical environments that empower independence and ensure accessibility for everyone. This approach reflects a commitment to equity, inclusivity, and customer well-being.

Let’s strive for a healthcare world where no one feels excluded.