Children's Hospitals Today - Fall 2017 - 20

FEATURE / TRENDS

I
PARENTS TODAY

MILLENNIALS
ALSO KNOWN AS GEN Y
* Age right now: About 22 to 37
* Remember going from
cellphone to smartphone
* Conduct online research
before interacting with
health care team
* Want technology and
human touch
* Expect efficiency, short
wait times
* Want "medical passport"
so all records are in one
portable place

20

CHILDREN'S HOSPITAL S TODAY Fall 2017

t was August 19, 2015, when
Jessica Miller came face-to-face
with her "new normal." That's
when her daughter, Maggie, was diagnosed with Type 1 diabetes. And so
began the relationship between the
Miller family and Children's Hospital
of Wisconsin.
It was here, Miller says, where the
care team minimized the "fear factor"
for Maggie. Where they shared just
the right amount of information to
help a 6-year-old understand what
was happening. Where they provided a
clear care plan and offered technology
tools to help make it happen. All this
has given Miller and her family the
kind of overall experience they want
when getting care for Maggie.
"The first thing that comes to mind
is Maggie's experience at Children's
Hospital of Wisconsin as the patient,"
says Miller. "They treat her like a
human. They talk to her-they don't
talk above her. They involve her in her
care. The biggest part of the experience
is that human connection-although
technology is important too."

expecting to have more of a consumer
relationship, not a health care
relationship," says Jason Dorsey, cofounder and millennial and Gen Z
researcher at The Center for Generational
Kinetics, a research and consulting

This is a
generation that
may talk 10
minutes on the
phone a month
and send 5,000
text messages.
firm focused on these generations, and
author of Y-Size your Business: How Gen
Y Employees Can Save You Money and
Grow Your Business.

It's all about the experience

A whole new generation
of patients and parents

"Experience" is paramount to Miller's
generation-not only in the
children's hospital, but in life. At
37, Miller is a millennial. Also
known as Generation Y, this
generation came of age with
technology. Demographers
and researchers typically
say this generation was
born between the early
1980s and the mid-1990s,
and these are the parents
in the halls of the nation's
children's hospitals today.
When they bring their children
into the health care setting, they
expect the same kind of experiences
they get from their everyday lives,
which presents new challenges-and
opportunities-for children's hospitals.
"Parents come into the hospital

A snapshot of today's children's
hospital population would reveal
a largely millennial parent base
with mostly Generation Z patients.
Keeping in mind that Gen Z will be
the next wave of parents, children's
hospitals need to get to know both
of these populations better to serve
their changing needs and meet their
modern-day expectations.
"It's clear the young parents and
kids now put a very high value on
convenience," says Bob Connors,
M.D., president of Helen DeVos
Children's Hospital in Grand Rapids,
Michigan. "Of course, they value the
traditional equation, which is high
quality and low cost. But there is an
availability, an accessibility and a
convenience aspect-almost an ondemand expectation of these younger



Table of Contents for the Digital Edition of Children's Hospitals Today - Fall 2017

Contents
Children's Hospitals Today - Fall 2017 - Cover1
Children's Hospitals Today - Fall 2017 - Cover2
Children's Hospitals Today - Fall 2017 - Contents
Children's Hospitals Today - Fall 2017 - 2
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Children's Hospitals Today - Fall 2017 - Cover3
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