Healthcare consumerism 2018: An update on the journey

McKinsey August 7, 2018
Jenny Cordina, Elizabeth P. Jones, Rohit Kumar, and Carlos Pardo Martin

McKinsey’s latest healthcare consumer research suggests that consumer engagement can improve care access, quality, and affordability. But to be successful, it requires true collaboration.

McKinsey’s 2017 Consumer Health Insights (CHI) Survey yielded several findings with important implications for health insurers, providers, and other industry stakeholders.¹ Four important themes emerged:

• Affordability. The affordability of healthcare continues to be one of the most pressing consumer concerns and needs
• Continuity. Many consumers lack continuity in their healthcare ecosystem (e.g., in care delivery or health insurance)
• Digital. An increasing number of consumers are using digital healthcare tools, and interest in greater digital engagement continues to rise
• Engagement. Consumers are willing to engage in solutions to reduce healthcare costs, but most believe that...

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