Consumer-Centric Healthcare Strategy
Develop a consumer-centric approach to healthcare access, pricing, and overall consumer experience
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.
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.
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.
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.
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
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
Consumer Attitudes Inform Post-COVID Recovery
As hospitals work to understand the implications of COVID-19 on their future, a critical question is how quickly patients will return to different healthcare settings. Read more.
eBook
How Millennials Are Reshaping Healthcare’s Future
For years, healthcare leaders have hypothesized the changes the Millennial generation would bring to the industry—but the time for speculation is past. Read the eBook to learn more!
eBook
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
2019 State of Consumerism in Healthcare: The Bar is Rising
The fourth annual report details industry performance related activities designed to enable patients to become wholly involved in their healthcare decisions. Learn more.
Research Report
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