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Feb 18, 2020

75% of U.S. Consumers Wish Their Healthcare Experiences Were More Personalized, Redpoint Global Survey Reveals

Patients would visit their healthcare provider more often if the experience was catered to them as individuals

Wellesley Hills, Mass. – February 18, 2020 – Redpoint Global, a leading software provider that helps brands deliver revenue-generating and personalized customer experiences, today announced new research revealing consumer opinions about their experiences with healthcare organizations. Conducted by Dynata, the survey of more than 1,000 U.S. consumers uncovers that nearly half feel they are not receiving a holistic experience from their healthcare provider.

Consumers increasingly expect their experience with healthcare organizations to be personalized and seamless, allowing them to access the information they need when they need it. However, a majority of consumers (71 percent) still report facing major frustrations throughout the experience – including long wait times, impersonal visits, a confusing process, and trouble when scheduling an appointment.

“Modern healthcare organizations must adopt a consumer-centric way of thinking,” said John Nash, Chief Marketing and Strategy Officer at Redpoint Global. “Consumer demands for a more holistic healthcare experience, better outcomes, and greater transparency in pricing are some of the key factors that are powering this shift. For healthcare payers and providers to deliver on this model and cater to today’s empowered consumer, they must have a deep understanding of each individual’s unique needs, offer highly relevant communications via preferred channels and generally remove friction from interactions – both digitally and in-person.”

Taking a data-driven approach is critical for healthcare organizations to meet rising consumer expectations. Unifying first-party, second-party, and third-party data in a single customer view enables healthcare providers to know all that is knowable about each consumer and use it to deliver real-time, personalized engagements that improve outcomes.

Additional insights from the survey that healthcare organizations should be aware of include:

  • Consumer satisfaction in healthcare is low: In fact, over half of consumers said they would rather endure a typically frustrating experience – such as waiting at the DMV or going to jury duty – than deal with a health insurance issue.
  • One of the main ways patients want healthcare organizations to eliminate friction is by offering digital communications: 58 percent of consumers said that they prefer their healthcare interactions to be digital.
  • Healthcare organizations need to improve data integration: More than half (54 percent) of consumers feel that their healthcare providers and insurers don’t have all the contextual information needed to personalize healthcare recommendations.
  • Patients want the experience to be more personalized and catered to them as individuals: 61 percent said they would visit their healthcare provider more often if the communication experience felt more personalized.

For more information about the role of healthcare consumerism and how providers can use data to transform the patient relationship, you can also view our on-demand webinar with Lucerna Health here.

About the Study

This survey was conducted via Dynata and targeted 1,000 general U.S.-based consumers over 18 years of age. For complete survey methodology, please email [email protected].

About Redpoint Global

With Redpoint’s software platform, innovative companies are transforming their customer experiences across the enterprise and driving higher revenue. Redpoint’s solutions provide a remarkably unified, single point of control where all customer data is connected and every customer touchpoint intelligently orchestrated. Delivering more engaging customer experiences, highly personalized moments, relevant next-best actions, and tangible ROI—this is how leading marketers lead markets. To learn more, visit