Our Areas of Expertise
LEVERAGING CONSUMER INSIGHTS
Six Steps For Elevating the Consumer Perspective in Healthcare
Organizational transformation never happens overnight—and can sometimes feel overwhelming to pursue. Fortunately, there is an entire discipline and science focused on generating and using consumer insights to drive strategy and decision-making.
- Develop and refine consumer insights about your patients
- Embed the consumer’s perspective in the C-Suite and on your board of directors
- Integrate consumer insights in strategic decision-making
- Segment consumers by lines of business and consumer health needs and behaviors
- Understand how consumers make trade-offs between brand, access, and price
- Tailor marketing to specific consumer population segments
Related Article: Integrating the Consumer—A Practical Approach for Healthcare Organizations
Access Strategy
Reimagine the “Front Door"
Today’s healthcare consumer expects convenient access to virtual and physical services. We will help your organization develop a fully integrated strategy to improve the consumer journey and drive stronger engagement.
- Develop an ambulatory network strategy
- Evaluate shoppable services’ virtual and physical competitiveness
- Assess consumer journey pain points and digital solutions
Related Article: The ED Is No Longer Your Front Door - The Physician’s Office Is
PRICING LIFE CYCLE
Building A Comprehensive Pricing Strategy
Today’s hospitals and health systems face multiple pricing challenges—driven by evolving market competition, a shift from volume to value-based care and payment models, rising consumer awareness, and growing transparency regulations. We help organizations answer key questions and craft a comprehensive and proactive strategy that includes:
- Discovery and benchmarking
- Competitive strategy
- Pricing implementation
- Understanding the patient experience of price
Talk with one of our experts to discuss the right path forward
for your organization
Meet Our Leaders on Consumer Strategy
Dan Clarin, Managing Director
Dan Clarin is a Managing Director in Kaufman Hall’s Strategic and Financial Planning practice, where he advises health systems, private equity firms and healthcare disruptors on growth, consumer engagement, pricing strategies, and transformative partnerships.
Learn More About Dan
Matthew Bates, Managing Director, Physician Enterprise Service Line Lead
Matthew leads Kaufman Hall’s Physician Enterprise Service practice. He works with physician and administrative leaders to create financially sustainable great places for physicians to practice and patients to receive care.
Learn More About Matthew
Amanda Steele, Managing Director
Amanda Steele is a leader in Kaufman Hall’s Planning practice, focused on providing actionable, data-driven solutions to help hospitals, health systems, and other healthcare providers succeed in an increasingly complex healthcare environment.
Learn More About Amanda
State of Consumerism in Healthcare Report
Since 2016, Kaufman Hall’s groundbreaking annual State of Consumerism in Healthcare Survey has measured how health systems keep pace with rising consumer expectations for convenience, service and value.
2021 State of Consumerism in Healthcare Survey: Regaining Momentum
Momentum for meeting the changing needs of healthcare consumers has stalled in 2021, according to the sixth annual Kaufman Hall State of Consumerism in Healthcare Survey.
Featured Insights
A Watershed Moment: Recommendations and Insights for the Health Information Profession to Meet the Emerging Needs of the Modern Healthcare Consumer
The modern consumer’s experience with information about their health and healthcare is simultaneously plentiful and overwhelming. Consumers now have multiple sources of information on...
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2022 State of the Healthcare Consumer Report
In the two and half years since the COVID-19 pandemic hit the United States in March 2020, consumer behavior has shifted dramatically—and potentially irreversibly—in every aspect of...
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Building Strong Consumer Relationships in the Value-Based Care Era: A New Approach
Organizations that pursue consumer strategies and value-based approaches together will be much more likely to achieve their goals while increasing their ability to effectively compete against new industry entrants.
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9/11 and the Gift of Not-for-Profit Healthcare
In the wake of 9/11, New York City hospitals have stepped up brilliantly to take care of thousands of patients affected by the World Trade Center attack.
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