New research reveals how healthcare consumerism has grown amid the pandemic. Before COVID-19, progress toward a digital retail experience had been steady but slow. Now, seemingly overnight, millions of consumers have experienced care through digital channels, and that experience—both good and bad—has shaped attitudes and demands. There will be winners and losers among providers based on the ability to meet the expectations of this newly minted and massive digital patient population—which, the research¹ shows, has clear desires for what it wants and needs.
