Patients are now finally being recognized as customers with the power to choose their providers. Health systems have responded to this by installing experience officers and investing in more patient-centered care delivery — but what about including patients in designing the services and programs on the front-end? Here's how health systems can think of patients as not only customers but as healthcare experts.

Melinda Karp, Vice President of Consumer Centered Quality for Commonwealth Care Alliance and Executive Director for the Center to Advance Consumer Partnership shares her insight on centering patient experience.