2026年及以后的医疗保健趋势：个性化、以人为本的体验

HEALTHCARE TRENDZ TOWATCH IN 2026 & BEYOND: Personalized,Human-CentricExperiences A TrendzOwlexecutive brief Personalized, empathetic healthcareinteractions elevate the experiencesof patients by blending the emotionalintelligence (EI) of human beings with TrendzOwl identifies threeinterconnected themespropelling patient support Patient-Centric Model.Healthcare patients the worldover seek personalized experiences that leverage Payers & Actionable Data.Ideally, data should flowthroughout the organization and across informationecosystems. Integrated data and structured workflows Providers Anchored in Empathy.While success inhealthcare runs on data, and AI and automation canimprove efficiencies and productivity, when it comes tohigh-stakes healthcare experiences, most patients still HEALTHCARE TRENDZ TO WATCH IN 2026 & BEYOND:Personalized, Human-Centric Experiences TRENDZ SPOTLIGHT Making Healthcare Data ActionableClearly, data is at the center of the healthcare CX story. Offering Personalized, Integrated ExperiencesMcKinsey makes clear that, “In much of the world, “Healthcare generates staggering amounts ofdata — everything from electronic health records toreal-time metrics from wearables and diagnostics. Butwithout a clear strategy, this wealth of information often healthcare is shifting toward a patient-centric model thatparallels other industries. This has involved a prioritizationof patient experience and a greater reliance on digital In other words, as Forrester puts it, “To earn trust,healthcare organizations (HCOs) must create valuewith customers. To create value, HCOs need to curate It’s therefore essential to break down silos throughoutthe organization, integrating data across informationecosystems. Structured workflows can then translate Healthcare organizations understand this. “By focusing oncreating an integrated experience across all channels —both physical and virtual — healthcare organizations can According to Forrester, “Success inhealthcare is fueled by data.” HUMAN-DRIVEN SUPPORT The Need for Human EmpathyIn 2025, healthcare CX is an intricate dance of online, voice, and in-person interactions. “Healthcare CX focuses on creating an integrated experience across all channels, fromin-person visits to online interactions. This includes providing a seamless transitionbetween physical and virtual experiences, as well as ensuring that all customerinteractions are efficient, effective, and personalized.”7And human empathy is the music Part of the answer involves the strategic symphony of people and technology. “In pursuitof this mission, technology will play an important role in augmenting human talent.When healthcare organizations use manual processes, patients can become frustrateddue to slow workflows and a greater number of errors. Automation can improveproductivity and reduce the risk of mistakes.”9According to a senior vice president/ Or as TP suggests, “While AI is certainly key in today’s CX environment, it can’t buildcustomer relationships the way people can. That’s why we believe in combining theconvenience of digitally advanced tools, the warmth and compassion of live customer “While AI iscertainly keyin today’s CXenvironment,it can’t buildcustomer REGIONAL TRENDZ Europe: A Structural Shift Toward Digital & Remote ModelsEuropean healthcare systems are diverse, differing from country to country. However, while there is no one European Union (EU) health system, there is a comprehensive EUhealth policy. Indeed, “improving patient experience (CX) in healthcare is a major focus,driven by the need for better interoperability, access to digital health data, and a stron- The EU isworking tocreate adigital healthecosystemthat empowers At the same time, Europe’s healthcare systems face mounting pressure from an unprec-edented shortage of clinical professionals. Ageing populations, rising chronic diseaseprevalence, and workforce attrition are driving demand far beyond the capacity of tradi- In essence, remote patient support is redefining how and where care is delivered. Ser-vices such as technical assistance for diabetes devices, adherence coaching, and patientnavigation programs are increasingly provided outside clinical settings. By combiningdigital tools with specialized support teams, these programs empower patients to man-age their conditions more independently, reduce unnecessary clinical visits, and free Together, these approaches represent more than incremental innovation — they marka structural shift in European healthcare. By moving care closer to patients and scalingexpertise through digital and remote models, health systems are building the resilience Latin America: Modernizing a Human-Centric ApproachThe situation across Latin America is no less intriguing. “A recent McKinsey survey of more than 4,200 people revealed a tendency of people across the region to defer careand their desire for more convenient settings of care. Sixty-two percent of respondents