The birth of the healthcare consumer: Growing demands for choice, engagement, and experience

There’s a new boss in U.S. healthcare: the consumer. That’s the key finding in an extensive survey of 2,339 U.S. residents by Strategy&. The research paints a clear picture of a population displeased with its overall healthcare experience — and with rising expectations for transparency, value, and customer service, as well as a willingness to seek healthcare services from less traditional sources. The healthcare market as we know it is being upended, and the consumer is in the driver’s seat.

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