As high deductibles and escalating costs drive patients to take a more active role in their healthcare, providers are waking up to the fact that they need to pay attention to what buyers want. But uncovering those consumer insights and using them to drive organizational strategy remains a challenge for most providers.

In the first annual State of Consumerism in Healthcare survey, two-thirds of healthcare leaders see consumer-centricity as an above-average organizational priority. And yet, less than one-quarter feel they have the capability to gather strategic insights about those consumers.

You know more than you think you do

Thanks to the Centers for Medicare & Medicaid Services (CMS), providers are reporting a plethora of information about many of the factors that healthcare consumers care about—such as cost, quality, patient experience, and availability of information.

Under the Medicare Access and CHIP Reauthorization Act of 2015 (MACRA), CMS is expected to make even more information readily available to consumers as soon as 2020.

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