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What matters most to the health care consumer?
Deloitte's 2016 Consumer Priorities in Health Care Survey examined a number of interactions consumers face throughout their health care experiences. Their expectations in these health care interactions are being shaped by the customized and convenient experiences they have grown accustomed to in other industries, like retail and banking.
As a result, they are demanding greater personalization; transparency in network coverage, medical prices, and bills; convenience; and more engaging digital experiences and capabilities. From doctor's appointments to lab visits and even hospitalizations, consumers seek high quality service tailored to their specific needs from health care providers and administrative staff.
As technology advances in other areas, consumers expect the same of health care. If they can book a flight from their mobile device, why not a doctor's appointment? Increased convenience could be facilitated at the point of patients' self-research, scheduling, intake, and the discussion and scheduling of follow-on treatment needs. While this process remains largely manual today, despite significant investment in health IT, expanding the digital connection to providers could enhance convenience and personalization for the health care consumer.
Deloitte's Survey Findings & Analysis of Health Care Consumer Priorities
The engaged health care consumer is proactive about their care management and cost considerations, and takes the time to understand larger aspects of the health care ecosystem that pertain to them. Therefore, consumers are increasingly expecting more out of the services they receive from their providers.
In response, players across the health care ecosystem are developing strategies to better meet the demands of the engaged consumer. Providers are working more collaboratively with health plans, technology companies, pharmacies, retailers, and device makers to streamline processes. While digital tools are not yet the highest priority or concern of health care consumers, as evidenced in recent Deloitte studies, their usage will be vital to the future of consumerism.
As part of a comprehensive study of the engaged health care consumer, Deloitte has developed and applied a number of tools to determine not just what consumers want or prefer, but how they prioritize their health care choices. Every day, consumers make tough decisions on how to manage their health care. Spending money and time—often in limited supply—on health care services puts consumers in the position of making difficult choices. Our evaluative efforts through several consumer surveys conducted over the past year, as well as leadership panels and focus groups, are critical to comprehending how consumers put preferences and interests into action.
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