At the outset of the COVID-19 pandemic in 2020, hospitals and health systems rapidly launched or dramatically accelerated their digital health capabilities as demand for virtual visits skyrocketed. However, momentum for meeting the changing needs of healthcare consumers has stalled in 2021, according to the sixth annual Kaufman Hall State of Consumerism in Healthcare Survey.

Respondents to this year’s survey indicated that their organizations are taking more moderate steps this year for transforming the consumer healthcare experience. However, threats continue to mount from well-resourced, tech-savvy competitors, and the delivery of healthcare services is increasingly moving from acute care to community and home-based settings.

The net takeaway: After rallying to meet the challenges of the pandemic, hospitals and health systems must regain momentum to meet the expectations of increasingly sophisticated healthcare consumers.

Read the report to learn more about the key findings and discover proven best practices for consumer pricing, access, experience, and infrastructure strategies.

State of Consumerism in Healthcare 2021 Report Findings Webinar

Meet the Authors

Paul Crnkovich

Managing Director
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

Managing Director
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