Activity in Search of Strategy: How U.S. Hospitals and Health Systems Are Responding to Consumerism

SHSMD Education Sponsored Webinars


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Many hospital and health system leaders are considering consumerism initiatives, as organizations work to determine how best to meet the rising expectations of today’s health care consumers. A recent survey of more than 200 hospitals and health systems nationwide shows that only 8 percent demonstrate strong consumer-centric performance, while nearly 70 percent either have not yet begun, or are in the early stages of their consumerism efforts. This session provides an in-depth look at the survey results, including the specific types of initiatives organizations are targeting, existing capability gaps, and key areas requiring additional focus by hospital and health system executives and boards as health care moves to a more consumer-centric focus.


  • Numerous forces are driving the need for a more consumer-centric health care model
  • Discussion of key survey results
    • The priority-capability gap
    • Access and experience
    • Pricing strategy
    • Consumer insights and analytics
  • Next steps for hospital and health system leaders in helping to build a more consumer-centric organization

After attending this session, attendees will be able to:

  • Describe the many forces driving the need for health care providers to focus on consumerism.
  • Discuss the overall performance of U.S. hospitals in pursuing consumerism goals, including current initiatives, capability gaps, and future priorities.
  • Understand the role of hospital and health system executives and boards in driving organizational progress toward a consumer-centric focus.


Dan Clarin, CFA, Senior Vice President, Kaufman, Hall & Associates, LLC

* SHSMD U Sponsored Webcasts are educational offerings brought to you directly by and with support from paid sponsors. The content is educational in nature relevant to the SHSMD membership, and has been selected by the sponsor. The opinions expressed are those of the presenter and do not necessarily state or reflect the views of SHSMD or the AHA.