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Health Care Advisory Board

Read our latest research on how to build consumer loyalty through an exceptional experience

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O� ering a consumer-focused experience is becoming an increasingly important strategy for competing in today’s health care marketplace, but most health systems’ current experience strategy is insu� cient to build long-term loyalty. If health care leaders want to develop durable relationships with patients, they need to fully understand what consumers expect from providers—and then exceed those expectations. Are you ready to meet your consumers’ new expectations?

17 Consumer Expectations You Need to Meet to Forge Lasting Relationships

Exceeding Great

Expectations

Transparent Search

Consumers expect to... Consumers expect to...

Convenient Access

Durable Relationship Positive Encounter

Consumers expect to...

Have access to all of their clinical information

Trust that the health system knows them and their unique needs

Have the health system anticipate and support their clinical and non-clinical needs

Make an appointment outside of traditional business hours

Have a location open for immediate care

Schedule same-day appointments

Have the option to see another provider if theirs is unavailable

Talk to a provider without having to travel

Consumers expect to...

Find the right o� ce or location without getting lost

Have their appointment start on time

See a clinician who treats them with respect

Understand their bills and be able to pay easily

Voice concerns and have someone respond quickly

Know the price in advance

Find a provider who is a good personal match

Learn about other patients’ experiences

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