Hospitals fail to address changing consumer needs, survey finds

Healthcare organizations don't have a sufficient understanding of consumer needs and the strategies to meet those needs, according to a survey of an unidentified number of hospital and health system executives by Kaufman, Hall & Associates, LLC. Only 13 percent of the leaders said their organization understands healthcare consumers needs and wants very well. Fifteen percent reported they were very confident that their organization has a clear strategy and action plan for becoming more consumer-focused. "These survey findings suggest that organizations need to take a hard look at their organizational readiness for a more activated consumer, including their understanding of consumer segments and strategies for pricing, access and experience," said Mark Grube, managing director at Kaufman Hall, in the survey findings announcement. "Organizations that lack a consumer strategy will find themselves at a significant disadvantage in the face of growing competition from innovative, consumer-focused healthcare providers." Announcement

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