Group of people strategizing in one room

What We Do

Develop a New Approach to Access, Pricing and Experience

Today’s consumers are taking control of healthcare decisions in ways that would have been impossible even five years ago. Meanwhile, some value-based payment models are linking provider revenue to consumer engagement and satisfaction.

Our consultants guide healthcare providers in putting consumers at the center of care delivery models. We partner with our clients to re-imagine every aspect of the care encounter—from the point of view of the consumer—to design and implement strategies that build loyalty and trust.

Request a Consultation

Someone typing on laptop keyboard

How We Help 

Build Consumer Loyalty and Engagement

Our work is based on the principle that consumer-centric care is not an initiative or program, but a foundational organizational competency that is key to growth and risk management.

We work with healthcare leaders to craft and implement a consumer strategy that more effectively engages consumers from the point of access and beyond, and provides enhanced convenience, communication, and choice.

Our consumer strategy team includes individuals with deep expertise in consumer product marketing, retail and channel strategies, ambulatory and virtual care, and integrated strategic, financial, and capital planning.


Telehealth doctor on tablet device
Access Strategy

Reimagine the “Front Door"

Our comprehensive on-demand access scorecard and gap analysis will identify areas for improvement across a broad range of consumer healthcare journeys. In addition, we can help your hospital grow your business and drive stronger customer engagement through a fully integrated telehealth strategy.

Learn More

Patients sitting in clinic waiting room
Consumer-Driven Pricing

Reposition “Shoppable Services”

Consumer-Driven Pricing is about capitalizing on your brand equity. It is not about reducing prices and hoping your volumes grow. Our comprehensive 4-step process will help your organization develop and deploy a sustainable pricing strategy, particularly for profitable, at-risk shoppable services.

Learn more

Secretary at clinic smiling in front of computer
Customer Experience Strategy

Retain Customers and Build Loyalty

We can help your organization identify and address high priority pain points such as scheduling, wait times, and digital communication, demonstrating a clear link to improved patient engagement and ROI. Let us assist you with “end-to-end journey mapping” and customized solution development. 

Talk with one of our experts to discuss the right path forward
for your organization

Meet Our ExperTs on consumer strategy



Paul Crnkovich

Paul Crnkovich leads Kaufman Hall’s consumer practice, working with healthcare leaders to enhance their understanding of consumer expectations and develop strategies for access, experience, and pricing.
Learn More About Paul

Dan Clarin, Senior Vice President

Dan Clarin is a leader in Kaufman Hall’s Strategic and Financial Planning practice, with a focus on consumer-centric strategies.
Learn More About Dan
Featured Consumer Strategy Insights