Bridging the Gap: Understanding the difference between experience and expectation for today’s health care consumers

More consumers now have higher expectations for easy access to prompt, convenient care. Their actual experience, however, often falls short of their expectations, creating new opportunities for health care providers to bridge the gap.

In this e-book, read the findings of our Third Annual Consumer Study, conducted on behalf of Optum by Qualtrics, Inc. Our goal was to better understand consumer preferences, frustrations and expectations when engaging with health plans and health care providers. 

Download this free e-book to learn:

• Consumer preferences for in-person, virtual and hybrid care.
• How consumers search for and schedule care.
• 4 factors that drive consumers to switch providers.
• The growing role of health plans in accessing care.

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