Rebuilding Consumer Confidence, with special guest David Betts of Deloitte Consulting
Consumer expectations for a seamless digital health experience, coupled with healthcare's response to the COVID-19 pandemic, are accelerating the pace of the industry's digital transformation. On today's show, experts from Change Healthcare and Deloitte Consulting review the results of Deloitte research on COVID-19's impact on the healthcare consumer, along with Harris Poll research that reveals what today's consumer wants in a digital healthcare experience.
On today's show, Rick Preston moderates a discussion with panelists David Betts, principal for Life Sciences and Healthcare at Deloitte Consulting, and Bill Krause, vice president and general manager of Digital and Consumer Experience for Change Healthcare.
This show was produced as part of the Change Healthcare/Deloitte webinar series, The New Healthcare Essentials: Consumer Engagement, Interoperability, Virtual Care, and the Remote Workforce, which explores the four factors every healthcare organization must address to sustain and grow their business in the post-pandemic era.
The panel dives into:
Key findings from Deloitte’s survey
Research findings, surprises, and expected results
The increase in consumer agency
Stages of the healthcare journey where consumers are acting with greater agency
How well the health system empowered consumers during COVID-19
Healthcare decisions consumers feel confident in making
When consumers feel they lack information to make good decisions
Types of information missing from consumers’ decision making
The healthcare experience consumers really want
How healthcare measures up
Important opportunities to improve the consumer experience
Strategies to ease consumer access to healthcare
What prevents change in consumer health behavior
How payers can support members by providing a meaningful healthcare experience
Viability of a concierge-like experience
Role of the CMS price transparency rule in creating a better consumer experience