Healthcare patients are evolving into consumers. This report examines the trends driving healthcare’s consumerization shift and discusses how incumbents can keep folks from going elsewhere by countering disruptors’ technology-centric strategies.
Consumer expectations for swift, available, transparent, and personalized healthcare services are reshaping how individuals access care and engage with their providers. Healthcare has long been a reactive industry, but the pandemic has created urgency across multiple dimensions. Incumbents have been put on notice and must respond to consumers’ demands or risk losing them in an increasingly competitive marketplace.
3 KEY QUESTIONS THIS REPORT WILL ANSWER
How has the pandemic changed the way consumers think about healthcare, and what will be the impact of this evolution?
In which ways can digital technology redefine how consumers interact with the healthcare system?
How can traditional healthcare stakeholders fend off disruptors and succeed in a consumer-driven marketplace?
WHAT’S IN THIS REPORT? How the pandemic has redefined consumer preferences for seeking care, as well as an exploration of how conventional providers must adapt to meet these technology-driven demands.
KEY STAT: Healthcare executives are increasingly likely to invest in technologies that make healthcare more accessible to patients, including telehealth, self-scheduling, and online bill pay.
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4expert perspectives
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Table of Contents
Executive Summary
Key Points
Healthcare Patients Are Becoming Consumers
The Pillars of Healthcare Consumerism
Technology Is Changing the Game—and Consumer Actions
Executive Vice President and Chief Digital Officer
Interviewed January 5, 2022
Anne Robertson
Intermountain Healthcare
Assistant Vice President, Marketing and Consumer Experience
Interviewed January 7, 2022
Sara Vaezy
Providence
Senior Vice President, Chief of Digital and Growth Strategy
Interviewed January 5, 2022
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How Do the US Telehealth Users Rate the Quality of Care Received via Telehealth Visits Compared with In-Office Visits? (% of respondents, by generation, Oct 2021)
Offerings that US Hospitals/Health Systems Have in Place as Part of an Overall Delivery System Redesign to Improve Digital Capabilities According to US Health Executives, Summer 2021 (% of respondents)
How Do the US Telehealth Users Rate the Quality of Care Received via Telehealth Visits Compared with In-Office Visits? (% of respondents, by generation, Oct 2021)
Offerings that US Hospitals/Health Systems Have in Place as Part of an Overall Delivery System Redesign to Improve Digital Capabilities According to US Health Executives, Summer 2021 (% of respondents)