Making the Shift Part I: Healthcare’s Transformation to Consumer-Centricity

Making the Shift Part I:  Healthcare’s Transformation to    Consumer-Centricity

By Scott Davis, Chief Growth Officer and Jeff Gourdji, Partner Healthcare at Prophet

Consumers today have unprecedented power. While other businesses are shifting their focus toward delivering relevant consumer experiences, healthcare has largely stayed the same. And, until recently, it hasn’t had the imperative to change. However, pressures from governments and employers to lower costs and pressures from consumers to meet ever-rising expectations means that driving consumer engagement and redefining how healthcare organizations interact with people is no longer a luxury, but a necessity. 

While the pressures forcing these changes are clear, the paths healthcare can take to true customer-centricity aren’t. To shed some light on what these organizations need to do, Prophet conducted in-depth interviews with over 50 executives at hospital systems, payers, pharmaceutical companies and digital health companies across the U.S., Europe and Asia. Based on these conversations, Prophet identified five key shifts healthcare organizations need to make to become more consumer-centric.

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Becoming a truly consumer-centric organization in the healthcare industry is no easy feat. It requires hard work, and progress can often seem to be in the hands of unpredictable and ever-changing government policy. But the rewards of making these shifts are well worth the struggle, bettering the healthcare industry for patients, physicians, governments and other stakeholders. In a world where healthcare organizations have made the five shifts, consumers would not only have a voice similar to what they experience in other industries, but also, the ability to manage their lives in a way that keeps them healthy and out of the hospital.