The 2022 Healthcare Consumer

How Stakeholders Should Respond to Digital-Savvy Patients

Report by Rajiv Leventhal  | Feb 25, 2022
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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
Healthcare Incumbents Must Catch Up
Insider Intelligence Interviews
Read Next
Sources
Media Gallery
About This Report
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.
Topics
Healthcare Providers
Health
United States
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
Healthcare Incumbents Must Catch Up
Insider Intelligence Interviews
Read Next
Sources
Media Gallery

Executive Summary

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

  1. How has the pandemic changed the way consumers think about healthcare, and what will be the impact of this evolution?
  2. In which ways can digital technology redefine how consumers interact with the healthcare system?
  3. 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.

Likelihood of Investing in/Expanding Use of Patient Access Technology According to US Healthcare Executives/Leaders, Sep 2021 (% of respondents)
E-Mail ChartDownload

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.

Here’s what’s in the full report

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10charts

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4expert perspectives

Insights from industry and company leaders.

    Table of Contents

    1. Executive Summary
    2. Key Points
    3. Healthcare Patients Are Becoming Consumers
    4. The Pillars of Healthcare Consumerism
    1. Technology Is Changing the Game—and Consumer Actions
    2. Healthcare Incumbents Must Catch Up
    3. Insider Intelligence Interviews
    4. Read Next
    1. Sources
    2. Media Gallery

    Charts in This Report

    Likelihood of Investing in/Expanding Use of Patient Access Technology According to US Healthcare Executives/Leaders, Sep 2021 (% of respondents)US Telehealth Users* Who Are Planning to Use Telehealth Services, by Generation, Oct 2021 (% of respondents in each group)
    Factors that Will Affect Where US Internet Users Will Seek Healthcare in the Future, Aug 2021 (% of respondents)US Retail Clinic Patients, 2019-2022 (millions and % of population )
    What Do US Adults Want Most* From a Healthcare Provider? (% of respondents, May 2021)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)
    US Telehealth Users, 2021-2025 (millions and % of population )US Internet Users' Most Preferred Means of Booking a Medical Appointment, by Generation, 2017 & 2021 (% of respondents in each group)
    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 Would US Health Executives Rank Their Hospital/Health System's vs. Nonhealthcare Companies' Digital Offerings? (% of respondents, Summer 2021)

    Interviewed for This Report

    Robert Bart, MD
    University of Pittsburgh Medical Center
    Chief Medical Information Officer
    Interviewed December 29, 2021
    Aaron Martin
    Providence
    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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    authors

    Rajiv Leventhal

    Contributors

    Jeane Han
    Senior Researcher
    Lisa Phillips
    Principal Analyst, Digital Health