Health Populi April 30, 2019
Jane Sarasohn-Kahn

As patients now assume the role of health consumer, they rationally expect retail-level experiences with greater first-dollar payment for health insurance, health care services and medical products like prescription drugs.

Consumers know what good retail looks and feels like, and are focusing that experiential lens on health care, Aflac found when their Workforces Survey polled Americans on what they’d like their health insurance shopping process to feel like. One in two people said, “like Amazon,” and another 20% of folks said, “like retail.”

Chapter 3 of HealthConsuming is titled, “How Amazon Has Primed Health Consumers,” and explains this re-shaping of patient expectations. Here’s one of my paragraphs from the chapter, noting that, “Health consumers are hungry for Amazon’s brand of...

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Topics: Patient / Consumer, Provider, Retailer
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