Innovation Could Help Health Systems Meet Consumer Expectations

The world appears to be increasingly revolving around consumers. Everything from banking, to shopping, to entertainment has become highly digital, highly customizable, and highly responsive. When it comes to the consumer experience, however, health care often seems to be a step or two behind other sectors. As consumers become accustomed to certain conveniences in their lives, they could grow dissatisfied with the care they receive if it fails to meet their expectations. Many people are willing to switch physicians/sites of care if they don’t feel their needs are being met, according to an online survey of 4,545 US adults conducted by the Deloitte Center for Health Solutions (see Transforming how physicians practice and consumers engage). In addition, inflation has made some consumers particularly sensitive to the perceived value of the care (see Inflation signals unrest ahead for health care).