Globally, consumers are shifting their behaviors when it comes to seeking health care services. People are accessing health information in new ways while many struggle with regaining a sense of safety and trust in their nearest health provider. After the pandemic has passed, the delivery of care may look very different with a portion of consumers and employers taking a more active role in managing their own health and others who may continue to delay care.
COVID-19 Has Changed Consumer Behavior. And Created New Consumer Segments.
The healthcare consumer was already evolving before the pandemic. Over the coming year, we’ll see existing consumer segments morph and new segments emerge. It is critical for health systems to understand what behaviors are temporary reactions to changing circumstances and which are permanent shifts in the wake of COVID-19.