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COVID Care: Here’s what wary patients want to hear from their providers

The outbreak of Coronavirus Disease 2019 (COVID-19) has many patients feeling anxious. It’s no mystery why—the virus’s spread has been alarmingly fast, and the attendant stories in the media have struck a tone that comes close to panic. Health-system frontline staff are facing enormous pressure in their roles as practitioners, guides, and advocates for public health.

Consumer Trends Report: To remove friction from the encounter, you must understand your customers first.

Brian Curtiss, system marketing director at Bay Care Health System in central Florida, has a few ideas. “High-quality clinical care is important, yes. But it’s presumed. It’s the minimum,” Brian says. “Earning a position in the marketplace today is less about clinical delivery, than it is about how we serve people.” Data from NRC Health’s 2020 Consumer Trends Report—a comprehensive survey of healthcare-customer preferences, drawing from over two million patient comments and more than 300,000 Market Insights responses—seems to support Brian’s...

How to balance Gen Z’s desire for digital health tools with boomers’ reluctance

While most older patients remain wary of engaging with digital health tools, younger generations are not only fully on board, but are also choosing healthcare providers based primarily on their digital offerings, according to a new NRC Health report. This generational gap can pose major problems for providers hoping to craft a strategy that appeals to and satisfies every patient.

What did healthcare consumers talk about in 2019? A Q&A with NRC Health Vice President Brian Wynne

Today’s consumers are expecting more from their providers. They’re less tolerant of frustration, savvier in navigating alternatives, and more than ready to switch providers if their expectations aren’t met. That’s hard news for organizations leaning on outdated tactics to win customer loyalty—but not for health systems that are ready to distinguish themselves.

Frictionless service is the key to keeping patients. Here’s how to achieve it, according to two health-system leaders.

This year’s Consumer Trends data shows that if a patient leaves a positive comment about admission or registration, they are 46 times more likely to be a long-term promoter for a healthcare brand, compared to patients who leave negative comments.