The 2022 Healthcare Consumer

How Stakeholders Should Respond to Digital-Savvy Patients

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.


  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.

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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    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

    Interviewed for This Report

    Robert Bart, MD
    University of Pittsburgh Medical Center
    Chief Medical Information Officer
    Interviewed December 29, 2021
    Aaron Martin
    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
    Senior Vice President, Chief of Digital and Growth Strategy
    Interviewed January 5, 2022

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    Rajiv Leventhal


    Jeane Han
    Senior Researcher
    Lisa Phillips
    Principal Analyst, Digital Health