Disruptive & The Traditional: What Do Consumers Say?

Some highlights from our presentation:

Across the country, the landscape is shifting as it relates to a number of factors. How do each of these shifts affect your community? What's the demand on you? Are you ready to meet changing expectations?"

• COVID may be the biggest disruptor of them all. It's affecting not just how health systems operate, but how our brains process and retain information: memory, attention span, patience and brand linkage.
• There are a variety of types of disruptors, from primary care options to virtual care entrants, new ways of delivering and accessing acute care, and treating chronic conditions.
• Quality is in the eye of the consumer ... younger respondents increasingly view these disruptors as a good thing for healthcare, and are more likely to use or sign up for the service.
• Consumers will use whatever's most convenient ... they don't care so much who's providing it. They don't see the equation as "either/or" but as "both/and."
• Disruptors are really providing new starting points for care. Technology in particular gives consumers more control over the process, and more control translates to a (perceived) better experience.
• "Time (and convenience) is the new currency" - a "Rob-ism" (if you don’t know what that is, I’ll be happy to fill you in).
• Not every cough needs an in-person doctor's appointment (and consumers are smarter than providers give them credit for).
• Transparency = Trust (retailers are not pretending that it's not a transaction).
• Upfront pricing and backend billing are the problem bookends for consumers, where a bad experience on either end can create frustration and drive down satisfaction.
• Retail has learned healthcare faster than healthcare has learned retail. The same is true of tech.

Some questions to ponder:

• What business are we in?
• Are consumers receiving healthcare? Or buying healthcare? (Is it really a relationship? Or a transaction? Does this depend on acuity?)
• How are we adapting to the shift in the power structure? Do we realize it's happening?

Download the results. Or, if you’d like to have a conversation about the implications of disruption in your own market(s), or how you might be able to better understand what's happening in your own communities, please get in touch.