The Digital Health Journey: The Consumer Perspective

// By Ben Dillon //

A new survey reveals that consumers are more empowered than ever, and their expectations have grown over the past two years.

Consumerism is a growing force in healthcare. The industry has been pushing consumers to take a more active role in their health and wellness for many years. With growing involvement comes a set of growing expectations that healthcare providers will operate on consumers’ terms and that they’ll meet health consumers where they are.

In a recent survey of 600 health consumers, Geonetric, a digital experience firm serving healthcare organizations, explored how consumers prefer to navigate their care journeys in a post-pandemic world.

In this article, we share highlights from the survey. The results point to continued acceleration of consumerism, with consumers playing a more active role in choosing health systems and providers. Patient loyalty to providers eroded during the pandemic, and their priorities have changed. The survey explores:

• Consumer channel preferences at various points on the journey
• Consumer priorities that outweigh having an existing provider relationship
• Differences between age groups in considering care options
• How local health systems stack up against new entrants when it comes to choosing a telehealth provider
• The predominant channel for scheduling an appointment, and when mobile apps make sense.

Read on for all the details on how the pandemic has accelerated consumerism — and what you can do to remain competitive.

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