Consumer voices at the forefront

Today’s consumers have access to more information than ever before—and the power to make their own healthcare decisions. As a result, consumer insights have become a necessity.

From marketing strategies that hinge on a deep understanding of the consumer perception to patient experience initiatives based on unique needs and personal preferences, the voice of the consumer is a powerful driver in building long-term loyalty and financial success.

Consumer panels are one way to engage the community, offering a platform for sharing expectations, preferences, and insights that can be utilized to shape services and experiences.

But this type of consumer involvement—based not only on listening, but on acting—must be backed by strategy and a commitment to continually engage the right voices.

Enter Virtua Health.

Combining unwavering dedication to being a leading health system with deep insights and data through a partnership with NRC Health, Virtua Health has built a robust consumer engagement program that not only gathers valuable insights but also fosters a sense of community and trust among its patients.

This case study explores the key components and successes of Virtua Health’s approach to consumer engagement, including:

Rapid growth and diverse representation. The highly successful Virtua Voice.Activated consumer panel has grown from 2,000 members to 45,000 members. This expansion has enabled Virtua leaders to gain diverse perspectives and actionable insights to inform operational decision-making.

Impact on strategic decisions. The insights gathered through Voice.Activated and powered by NRC Health’s Community Insights have directly influenced the development of new services and operational improvements. For example, feedback from a targeted group of patients has contributed to how Virtua messages and promotes their new Crohn’s and Colitis Center, addressing a critical need for specialized care.

Enhanced consumer trust and engagement. Virtua Health has built a strong sense of community and trust among its patients by maintaining continuous engagement with panel members through regular communications. This transparency and accountability are particularly valued by younger generations.