The Quest for Value in Health Care

A Place for Consumers

Executive Summary

Paying attention to the consumer and providing high-quality experiences in health care are rising business imperatives. Three key disruptors are driving health care providers, health plans, and life sciences companies to provide better quality and value to consumers:

  1. Emergence of choice-oriented insurance
  2. Employer risk-sharing and enhancements to support consumer choice
  3. Improved accessibility to quality ratings and price information

The Deloitte Center for Health Solutions’ surveys of health care consumers reveal that consumers do not believe the U.S. health care system is providing value today nor is it meeting their needs.

Consumers also worry about future health care affordability. As they increasingly gain access to price and quality information and begin
to exercise active choice, consumers are likely to bring to health care the expectations and habits they have from shopping in the retail or travel industries. As this happens, health care industry stakeholders will no longer be able to avoid consumers’ desire to make decisions based on the value they perceive they are getting from health care.

Key takeaways

The following insights from this study can guide organizations in designing strategies to ‘win the consumer’:

  • Offer a better customer experience, more choice of products (such as health plan options), smarter personalised technologies and greater transparency and accessibility of price and quality information.
  • Provide tools that assist consumers in finding affordable products and improving messaging around the benefits/ security of insurance.
  • Offer websites to allow consumers to search for quality and price information. Even though consumers are not using these much yet, they express interest, especially if timing and technologies are right.
  • Think about the consumer of the future. Millennials and Gen X generations show more interest in using interactive technologies, and are more likely than older generations to negotiate pricing of care.
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