Consumer-Centric Healthcare Strategy
Develop a consumer-centric approach to healthcare access, pricing, and overall consumer experience
Develop a New Approach to Access, Pricing and Experience
What We Do
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.
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.
Share Your Insights! Participate in the 4th Annual Healthcare Consumerism Survey
Meeting consumer expectations is THE competitive battleground in healthcare today. However, consumer expectations are a fast-moving target, and we need your help to provide up-to-date insights.
Together, we can have the best information for providers to succeed.
Featured Consumer Strategy Insights
2018 State of Consumerism in Healthcare Report
Get full details on overall healthcare consumerism performance - there are new expectations for access, convenience, and low prices.
Research Report
The Fresh Eyes of Disruption
When people didn’t return video rentals on time, Blockbuster saw that behavior from the perspective of a movie-rental company—as a problem to be fixed with late fees and changes to the rental period.
Thoughts from Ken Kaufman
Spring 2018 Kaufman Hall Report: Delivery System Moves Front and Center
How health systems can alter their delivery systems to best succeed in a new reality of healthcare industry disruption and transformation.
Article
Giving a Consumer Focus to Strategic Planning
Having a strong consumer focus has become a fundamental organizational competency in today’s U.S. healthcare system.
Article
Talk with one of our experts to discuss the right path forward
for your organization
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