Patients or Consumers? In the Evolving Healthcare Marketplace, Can You Afford to Draw a Distinction?

While some purists may bristle at the notion, it’s a fact that an abundance of virtual and in-person options has allowed individuals the freedom to do more comparison-shopping for healthcare providers than ever before. As an article just published by the Harvard Business Review notes succinctly, when it comes to their medical care “patients in the United States aren’t loyal customers.” In fact, it goes on to reveal, they’re likely to access care from between four and five different provider networks annually. Urgent care operators and other healthcare businesses don’t have to be bystanders who just hope a good location and positive online reviews are enough to draw in—and retain—patients, though. A recognition that sick or injured people aren’t just patients, but also consumers, is an essential first step toward understanding how they make healthcare decisions, what their motivations are, and their preferences for engaging with healthcare entities. And once you understand that, you can highlight just how well prepared you are to meet their needs. JUCM addressed this opportunity in an article you can read in our archive right now. Patients vs Consumers—What’s the Correct Term in Urgent Care? can serve as a primer that helps you assure your approach is likely to work for you in appealing to a public rich in choices.