Healthcare executives were surveyed about the biggest issues of 2020, with their responses ultimately compiled into this year’s Top 10 list. The consumer experience was ranked at No. 2, despite not having made the list at all since 2016, when it took first place. In recent years, consumerism has taken different forms on the list, under the labels of “total consumer health” and “the engaged digital consumer.”
On the 2020 list, the challenge of the consumer experience is described as “understanding, addressing and assuring that all consumer interactions and outcomes are easy, convenient, timely, streamlined and cohesive so that health fits naturally into the ‘life flow’ of every individual’s, family’s and community’s daily activities.”
Here is the full 2020 Top 10 list:
1. Costs and transparency
2. Consumer experience
3. Delivery system transformation
4. Data and analytics
5. Interoperability/consumer data access
6. Holistic individual health
7. Next-generation payment models
8. Accessible points of care
9. Healthcare policy
10. Privacy/security
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Gen Z is digital-first, but hasn’t given up on brick-and-mortar experiences: report
