How the U.S. Consumer Selects a Provider and Health System Study

Overview

Finding satisfactory care shapes more than health outcomes. It shapes how consumers perceive their insurance coverage and the health systems they rely on. As the lines between payers and providers blur, a consumer’s experience with one increasingly colors their perception of the other.

Different populations prioritize different things. A young couple on a commercial plan shops for care differently than a Medicare member managing a new diagnosis. Understanding what drives those decisions—and what varies across segments—has never mattered more.

This first-of-its-kind study examines the factors influencing how U.S. consumers find and choose providers and health systems. Our research reveals:

• How you can improve the experiences of consumers seeking new primary care providers
• The value that payers and health systems bring to healthcare consumers for in-network status
• How consumers’ relationships with specific providers impact their loyalty to (and preference for) their associated health systems
• The nuanced preferences and behaviors of different healthcare consumer segments, including insurance coverage type, age/life stage, health needs, and more