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Health experience: The key to improving patient loyalty

October 18, 2022 3-MINUTE READ


In brief

Humanizing healthcare to meet evolving expectations

People are switching healthcare providers


selected a new provider in 2021—up from 26% in 2017.


switched providers because they were unhappy—up from 18% in 2017.

How to humanize health experiences

Healthcare organizations want to make meaningful progress in responding to people’s rapidly evolving health experience expectations. After all, loyalty and engagement hang in the balance.

Meeting experience expectations: Where to start—what to take on

Sarah Sinha

Managing Director – Health, Provider Customer Engagement Lead

Loren McCaghy

Director – Consulting, Health, Consumer Engagement and Product Insight

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