Executives have yet to fully commit to digital, consumer-centric care, Kaufman Hall finds

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Hospitals and well being devices that released or accelerated digital well being abilities during the outset of the COVID-19 pandemic are failing to dedicate absolutely to the digital and consumer-centered transformation essential to supply treatment when, where by and how people want to acquire it, in accordance to Kaufman Hall’s 2021 Health care Consumerism Survey.

The study observed only seven% of the 100 healthcare businesses that responded experienced a focused concentrate and the sources for making a consumer-centric infrastructure. Nevertheless, the exact same percentage, only seven%, indicated they were not doing the job on consumer-oriented tactics.

The huge vast majority are in Kaufman Hall’s Health care Consumerism Index Tier 2, investing in infrastructure and initiatives that are staying expanded program-wide (46%), or in Tier 3, indicating they have begun to target specific consumer-oriented tactics, but are not still making an infrastructure for sustained achievement (39%). 


The report observed that most of the one hundred ten healthcare executives surveyed are hoping to meet up with the heightened consumer desire for the form of digital provider supplied by retail and other corporations. 

Aggressive threats from well being insurers, retail and technology corporations are a expanding problem to hospitals and well being devices, the report stated. 

For illustration, 76% percent of respondents stated Optum, the enterprise intelligence arm of UnitedHealth Team, was a strong or extreme competitive risk, up from 67% in 2019 when Kaufman Corridor produced its previous report.

Much more retail corporations this sort of as Amazon, WalMart and CVS are supplying main and other treatment.

Amazon is reportedly wanting to extend the in-residence solution of its application-based main treatment provider, Amazon Treatment, to 20 significant U.S. cities through 2022.  

THE Results

Even though 90% of businesses surveyed supply telehealth providers and seventy three% deliver wander-in clinics, only 37% supply in-residence checking, and only 22% supply residence-based main treatment, the study observed. 

A lot of businesses created new buildings or internet sites of treatment with no researching consumers’ requirements very first to identify how to deliver providers.

Hospitals’ strategic priorities for consumer-centric treatment are not generally translating to improved abilities. Even though sixty six% of businesses place a significant or extreme precedence on redesigning and expanding digital abilities and bodily amenities, only 11% are very best in course for furnishing these providers, a gap of a lot more than fifty five%. 

Similar gaps persist in utilizing ground breaking treatment products (fifty five%), partnering with outdoors businesses to redesign treatment shipping and delivery (34%) and producing consumer-focused pricing tactics (39%).

The outlook for long-phrase quantity at hospitals and well being devices in the wake of COVID-19 is combined. Two-thirds of study respondents indicated they are somewhat or reasonably concerned about quantity restoration. Only 12% of respondents are quite or exceptionally concerned about quantity restoration.

The most popular pricing transparency offerings for people are on the internet cost estimators (sixty three%) and on the internet varieties for acquiring out-of-pocket value estimates (sixty three%), adopted by team answering cost inquiries in particular person (forty nine%) and supplying out-of-cost assures for select providers (23%).

THE Larger Development

While businesses have improved their fundamental consumer-focused abilities given that the previous study was printed in 2019, bigger concentrate and investment is needed for hospitals to compete with heightened consumer anticipations, clinic opponents, and a expanding listing of retail and technology corporations coming into healthcare companies.


“Even though hospitals and well being devices rallied to meet up with the worries of the pandemic in 2020 with new virtual treatment options, momentum has stalled,” stated Kaufman Corridor managing director Paul Crnkovich, who leads the firm’s consumer apply.

“Present-day healthcare consumer is digitally savvy, and new opponents are supplying ground breaking possibilities to hospitals and well being devices, especially in main treatment. Successful about people calls for regaining momentum – and pushing further than virtual visits, and actually prioritizing digital abilities that enrich the consumer experience.”
Twitter: @SusanJMorse
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