Research Report

2017 State of Consumerism in Healthcare


In a world of Amazon and Netflix, consumers are expecting more from their healthcare experience. However, less than 1 in 10 of healthcare organizations are consistently applying successful practices to meet these changing expectations, according to a new analysis.

Kaufman Hall’s 2017 State of Consumerism in Healthcare report benchmarks how well America’s hospitals and health systems:

  • Prioritize consumerism and build consumer-centric capabilities
  • Align their strategies with consumers’ priorities
  • Apply contemporary practices in access, experience, and pricing