Healthcare Consumerism Lags Behind New Industry Players

Despite pressure from new medical industry entrants, hospitals and health systems aren’t responding to trends in healthcare consumerism and patient experience, according to the 2019 State of Consumerism report from Kaufman Hall.A survey of hospital and health system leaders across the country revealed that most industry experts are aware of a growing need for consumer-centricity. Eighty-eight percent of respondents agreed that their businesses may be vulnerable to new healthcare market players that have a proven track record of driving consumer experiences.
Sixty-seven percent of respondents said they believed the UnitedHealth and Optum healthcare giant holds a strong or extreme threat to traditional healthcare providers. Sixty-six percent said the same of CVS Health and Aetna, 56 percent about Amazon, 39 percent about Google and Alphabet, and 38 percent about Apple.