Healthcare consumer behaviors have shifted faster than anyone could have anticipated. Over the last decade, the rise of digital services has created an appetite for convenience that many health systems struggle to satisfy.
Joe Ness, COO of OHSU Healthcare, and Preston Gee, VP of strategic marketing at CHRISTUS Health, say health systems should adapt to digital consumerism if they want to have any hope of hanging on to their customers.
Here’s what that consumer behavior looks like and what health systems can do to buck the trend.
Healthcare Consumer Behaviors
NRC Health’s research supports Ness’s and Gee’s conclusion. A 2018 NRC Health Market Insights survey of more than 300,000 consumer households, makes it clear that patients prize convenience and are willing to stray outside the traditional healthcare system to find it.