PricewaterhouseCoopers (PwC) published a report last month about the changing expectations of healthcare consumers. Based on a survey of more than 2,300 U.S. residents, the report paints a picture that the “winners” in this evolving environment will be those firms that can differentiate their healthcare services in three ways, through:

● Consumer Choice
● Consumer Engagement
● Consumer Experience

Some key data points from the report include the following:

>> Only 49 percent of respondents were satisfied with their overall healthcare consumer experience.

>> Healthcare providers that can tailor their service lines to various segments will be able to “flip today’s unsatisfying consumer experience on its head and win the loyalty of increasingly discerning healthcare consumers.”

>> Although the data shows that price remains a primary consideration overall, consumers, particularly older ones, will pay more for non-price attributes such as brand, service, and network.

>> Growing dissatisfaction about healthcare delivery is creating openings for new entrants to further disrupt the landscape, including retailers like Target and Walmart or digital companies such as Google and Amazon.

>> More than 25% of respondents listed “digital” as their preferred method of engagement in their healthcare, as opposed to office visits or phone consultations.

The report emphasizes that maintaining the status quo is no longer an option for healthcare providers and payers. Additionally, there are great opportunities for organizations that can capitalize on these trends. To access the report, visit the PwC website at: http://www.strategyand.pwc.com/global/home/what-we-think/reports-white-papers/article-display/birth-of-healthcare-consumer