In 2014, healthcare organizations must innovate rapidly and compete with new market entrants as consumers demand more. Consumers want convenience, choice, access, and affordability as they shop for insurance, select care providers, and compare treatment options. Companies will need powerful analytics to understand consumer buying behavior, and new technologies and business models to satisfy customers while cutting costs.
As consumers face rising costs, complex treatment plans, new social media tools and more information, they’re changing the ways they purchase drugs and their role in treatment. That shift creates valuable opportunities for the life sciences sector to benefit from deeper consumer insights. HRI’s new report is the third in a publication series that focuses on the customer experience in healthcare.
New public health insurance exchanges opened on Oct. 1, marking a significant milestone in implementation of the Affordable Care Act. While technical problems have hampered the initial rollout of the federal exchange, some state-run exchanges, also known as marketplaces, quickly enrolled thousands. Millions of individuals have until March 31 to purchase coverage via the new online marketplaces.
HRI examines the far-reaching impact exchanges will have on both the insurer and provider sectors.