It's no secret that patients increasingly expect their healthcare experience to mimic their consumer experience. You'd be hard-pressed to attend a healthcare conference today that doesn't include a content track titled "Consumerism in Healthcare." However, when it comes to their specific expectations and how the healthcare industry can take incremental and actionable steps to meet them, our collective understanding has been relatively sparse.
In order to address this knowledge gap, we asked over 1,000 patients to describe how they research new providers, select specific providers, and book appointments. What we found was that - when it comes to providing a true consumer experience in healthcare - the rubber hasn't quite hit the road and that patients go through a fragmented and often frustrating journey when accessing care.