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.

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.