Consumerism

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Note from the editor

Traditional healthcare companies have warily eyed the potential for disruption to the industry from direct-to-consumer primary care to retail giants like Walmart and Amazon.

Meanwhile, patients, long a captive consumer, have seen their options expand with the rise of care settings outside of the hospital, including urgent care centers, retail clinics and home-based treatments.

Some established providers have pivoted to pay more attention to patient experience, rolling out features like same-day appointments, apps that help explain coverage or health conditions and better integration with email and text messaging.

The COVID-19 pandemic put many such efforts on pause as providers focused on infection control and the safety of patients and clinicians. But major deals like Teladoc's $18.5 billion acquisition of Livongo show potential for a wave of digital health M&A.

Regardless, as home health and virtual appointments have skyrocketed during the crisis due to stay-at-home orders, providers will need to continue to be attuned to consumer needs going forward.

Shannon Muchmore Senior Editor

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How consumerism is transforming healthcare

Healthcare companies have long been skeptical on disruption to the industry from direct-to-consumer primary care via retail giants like Walmart and Amazon. Meanwhile patients, long a captive consumer, are seeing their options expand with the rise of care settings outside of the hospital, changing the landscape for providers and payers.

included in this trendline
  • Digital contact tracing needs consumer buy-in, but privacy fears could hamstring efforts
  • PPO? Co-pay? Cigna tries to explain health coverage to new members
  • Pandemic scrambled priorities of hospital CIOs, according to survey
Our Trendlines go deep on the biggest trends. These special reports, produced by our team of award-winning journalists, help business leaders understand how their industries are changing.
Davide Savenije Editor-in-Chief at Industry Dive.