Human at the heart

Reimagine and elevate the consumer experience.

What we do

The growing demand for virtual care, home health solutions, retail care, self-service and patient transparency makes the human perspective even more vital. The organizations that focus on meaningful experiences on the individual person’s terms will be the ones who lead. This is not easy. It involves finding the right operating model, technology, data and culture to deliver care that’s not only more efficient, but more human.

We combine technology with human ingenuity to help pinpoint consumer needs deeply and make the most of technology-based personalization. Our skilled team brings healthcare marketing, customer service, omnichannel patient access and products together with rich data and AI to reimagine the possibilities.

Together, we create unrivalled customer experiences.

COVID-19 Consumer Health Experience Survey 2020

Accenture's COVID-19 Consumer Health Experience Survey 2020 indicates that health systems that evolve to meet new consumer experience needs can expedite financial recovery and capture patients from competitors, potentially increasing their revenues by 5% to 10% pre-COVID levels within 12 months—which, for a $5 billion health system, would mean between $250 million and $500 million in additional annual revenues.

Health systems that meet patient experience needs can expedite COVID-19 financial recovery and potentially increase revenues.

How we work

Leading with both experience and data insights, we discover, co-create and scale solutions that help you build consumer loyalty and achieve profitable growth. The methodology we use puts people truly at the center, focused on creating value and outcomes together. Our deep bench of health experts use top customer engagement platforms to ensure that we quickly deliver agile, scalable results for both you and your consumers.

2020 Digital Health Consumer Survey

The global pandemic greatly accelerated the adoption of digital healthcare—but will it persist? The Accenture 2020 digital health consumer research showed the rapid rise of digital health had stalled. Now, COVID-19 may serve to resume the growth.

With most in-person care visits on hold, use of virtual care services exploded during the crisis. Nearly overnight, digital healthcare was infused into the clinical workday as patients and providers alike were forced to become fast adopters.

As in-person care resumes, providers, payers and consumers can seize the opportunity to maintain the momentum created by forced adoption and address the pre-crisis issues that have previously inhibited digital health adoption.

Accenture 2020 Digital Health Consumer Survey shows that digital health uptake has been considerable in recent years, but that momentum stopped.

What we think

Our research uncovers changing consumer attitudes and behaviors, providing insights that help us respond to industry challenges and address the unique needs of today’s healthcare consumer.

Personalized communications and targeted outreach show how providers are delivering care safely.

Outmaneuver uncertainty and create a resilient health ecosystem to empower humans.

Explore the five key business priorities driving the cloud agenda in a post-COVID world.

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Case studies

Accenture helped Renown design an improved customer experience for the 65-plus market, boosting senior engagement.

Equipping Australia with a coronavirus-dedicated mental wellbeing support service.

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Latest health consumer experience blogs

Our experts weigh in on the latest research & trends to help deliver better consumer engagement and more effective, affordable & efficient healthcare.

What does the future patient experience look like?

Accenture's research found that virtual delivery channels could expand treatment to 53 million Americans suffering from behavioral health issues.

How consumer trust can keep healthcare virtual

Greater consumer insight, care and data ownership autonomy means payers and providers must provide care on consumers’ terms.

COVID-19 has made healthcare virtually virtual

Pandemic virtual health experiences has led consumers to want to increase their use of technology to communicate with healthcare providers.

Become a seniors loyalty leader in healthcare

Linda MacCracken explains how to become a seniors loyalty leader in healthcare as eighteen million consumers have deferred care.

Our leaders

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From the back office to the doctor’s office, we help clients deliver more effective, efficient and affordable healthcare with Insight Driven Health.

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