The vast majority of data collected from patients on their healthcare experience occurs after the fact. Healthcare providers often struggle to understand what consumers want before they become patients. We’ll establish how critical consumer expectation has become to building a positive patient experience–especially during the COVID-19 pandemic. We’ll uncover results from a special study of consumers’ wants and needs, how and when they form, and what we can do to understand and manage those expectations during this challenging time for the sake of the future patient experience.