The data is clear: Patients in the United States aren’t loyal customers. They split their care across an average of four to five different provider networks each year. Given the increasing number of options for where and how consumers can seek care — from new virtual and primary care providers to retail entrants and urgent care centers — who can blame them?
Health Care Systems Need to Better Understand Patients as Consumers
They must become more sophisticated in how they use data to gain visibility into patients’ behaviors and decisions.
April 10, 2023
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Summary.
Conventional measures that health systems use to attract and retain patients are inadequate. For instance, hospital NPS and HCAHPS scores are not reliable indicators of what patients will do in the future. Instead, health care systems need to look at what patients actually do and incorporate that information into strategic planning. With the likes of Amazon and CVS moving into their space, health systems must become more sophisticated in the ways they use data to understand patients’ behavior and what drives their decisions.