Consumer-Centric Transformation

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Hospital charts

Develop a Consumer-Centric Approach to Healthcare Access, Pricing, and Overall Consumer Experience

We will help your organization develop a fully integrated strategy to improve the consumer journey and drive stronger engagement.

Connect with Our Consulting Team

Connect with Our Consulting Team

Connect with Our Consulting Team

Our Areas of Expertise

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People in a puzzle

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.

  1. Develop and refine consumer insights about your patients
  2. Embed the consumer’s perspective in the C-Suite and on your board of directors
  3. Integrate consumer insights in strategic decision-making
  4. Segment consumers by lines of business and consumer health needs and behaviors
  5. Understand how consumers make trade-offs between brand, access, and price
  6. Tailor marketing to specific consumer population segments

Related Article: Integrating the Consumer—A Practical Approach for Healthcare Organizations

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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

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

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Our Experts

Dan-Clarin
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.
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Amanda Steele
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.
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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.