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What does the healthcare consumer value
Vizient Multimedia
Created on May 29, 2024
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Transcript
80% will switch brands due to poor customer experience
Top-of-mind considerations:
- Customer mentality
- Personal well-being + health needs prioritized
- Courtesy, respect, viewed as a person
Sources: CPI = Consumer Price Index. Sources: Becker’s Hospital Review. Consumerism in healthcare: how to offer better patient experiences, boost your bottom line and achieve better outcomes. August 9, 2022; Pew Research Center. Mobile fact sheet. Surveys of US adults conducted 2002–2021, 2013–2021. April 7, 2021; Prasad A. Physician marketing in the age of healthcare consumerism. Forbes. October 25, 2022; The Beryl Institute. The Beryl Institute-Ipsos-PX Pulse: Consumer Perspectives on Patient Experience in the US. November 2022; US Bureau of Labor Statistics. Consumer Price Index: 2022 in review. Accessed January 2023; Gamble M. Deferred care, inflation fuel mounting cost pressure for Americans’ healthcare. Becker’s CFO Report. June 15, 2022; Becker’s Hospital Review. Impact of inflation and other economic pressures: how consumers and patients respond. January 13, 2023; Sg2 Analysis, 2023.
Nearly 2 in 3 expect quick resolution to healthcare needs
Top-of-mind considerations:
- Money and time as currencies
- Self-service mentality
- Convenience—location, digital booking, on their watch
86% are comfortable managing healthcare needs via technology
Top-of-mind considerations:
- Mobile optimized; mirror retail
- Must-haves: online booking, check-in, bill pay
- Online physician reviews and search
Healthcare costs are up 4-8% across the board
Top-of-mind considerations:
- Out-of-pocket health costs
- Affordable insurance
- Health insurance premiums