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Patients and stakeholders across healthcare and life sciences measure outcomes differently. Truly engaging with patients means understanding their view of the healthcare system and their perceptions of how they heal.

When the healthcare system doesn’t help people heal, what do they do instead?



The entire healthcare industry has bet big on the digital future. 

But is it betting right? We know what achieving health outcomes means and which digital tools can help monitor progress. However, success can be fleeting without first understanding the patient’s view. 

To understand what happens when people face a health issue or risk and need to manage or overcome it, and to understand where healthcare and life sciences organizations can make the most difference for the patients they serve—Cognizant and ReD Associates studied the phenomenon of healing.

We took an outside-in perspective, delving deep into the lives of Americans across the country to gain insight into how a person goes through a successful healing process, and then validated the qualitative research with a large quantitative study.

What We Found

Our findings indicate we have a cold system of patient engagement that makes it harder for patients to heal, in part by pushing them away from the practices that help them manage their care.

We propose a new model for patient engagement. Let’s use digital to warm patient engagement by bringing a more human touch into the equation and empowering people with more choice. Our study demonstrates that when patients get warm care, they are more likely to engage in successful behavior change, and more likely to be adherent.

When most people think about digital, warmth isn’t likely the first association that jumps to mind. But digital can, and should, be warm. Digital is uniquely positioned to enable warm care with individualized, adaptive, empathetic and scalable support.

The road to improved outcomes runs through digital.

Organizations that engage patients with warmth and empower them by supporting their self-management techniques will build stronger patient relationships, improve outcomes and reduce costs.

Read our healing study for insights on how to design digital to provide warm care.



Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities is vast and growing.

Let’s talk about how digital can work for your business.

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