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

The COVID-19 pandemic dramatically changed the way that people consume health care. Instead of calling or visiting a doctor’s office, consumers are increasingly going online to find providers, schedule appointments and attend visits. According to Harris Poll, 79% of consumers want the ability to use technology when managing their health care experience.

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.

We are pleased to offer these insights to assist health plans and health care providers as they work to better understand and meet the expectations and preferences of today’s health care consumers.

Download this free e-book to learn:

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

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