2020 Healthcare Consumer Trends Report

SUMMARY: Today’s healthcare systems face challenges on all fronts.

Just as mounting costs have made volumes more important than ever, consumers’ appetite for convenience has steered them toward nontraditional providers. A once-in-a-generation demographic shift has upended the accepted models of customer engagement. Consumers’ expectations are rising at a pace that nearly outstrips providers’ ability to satisfy them.

Daunting as these challenges can seem, they also represent opportunities—and forward-thinking organizations may yet learn how to seize them. Early adopters of a consumer-driven model of care will be well-rewarded by their differentiated position in the marketplace.

To reconcile the blistering pace of modern consumer culture with the rigorous strictures of clinical care, health systems should start by understanding exactly who these customers are—both as patients and as consumers.

NRC Health’s 2020 Consumer Trends Report explores some of the broader influences on healthcare consumers’ decisions. Drawing upon more than two million patient comments gained from feedback surveys, and insights from more than 310,000 respondents in 300 markets from NRC Health’s Market Insights database, it uncovers:

What healthcare customers are asking for
How customer expectations shift across demographics
Where health systems should focus their efforts in order to maximize their impact
Actionable insights from prominent healthcare leaders for operationalizing the journey toward consumerism

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On-Demand Webinar

Healthcare 2021: Trends and Predictions

Even in the midst of a pandemic, the shift towards healthcare consumerism is accelerating. The status quo was already on the verge of obsolescence, but today it’s all but unsustainable. As the industry moves into a new year and looks to strategize for the future, NRC Health's 2021 Healthcare Consumer Trends Report will deliver to you an evolving image of consumer sentiment throughout the pandemic. This year’s report drew from two voluminous datasets: 2+ million patient comments drawn from feedback surveys, and more than 300,000 responses from NRC Health’s Market Insights database. Watch this webinar recording to learn about key findings from our research, understand the trends shaping the industry today, and hear how organizational leaders have cause to be optimistic.