Healthcare Consumer

Accelerating organizational performance and health outcomes through better patient engagement and experience

What we do

Consumer attraction and retention

We help healthcare organizations spot unmet consumer needs and enable them to deliver better experiences at the right time and place with the right product, message, and value proposition that lead to improved attraction and retention.

Unrivaled stakeholder insights

We generate insights for stakeholders across the healthcare value chain—brokers, consumers, employers, and providers—to support improved business decision making and to develop a deeper understanding of healthcare stakeholders and how best to interact and engage with them.

Improved patient engagement

We help improve patient health outcomes and total cost-of-care delivery by empowering consumers across channels to make better decisions and manage their health through personalized, omnichannel engagement.

Seamless consumer experience

We support healthcare organizations in defining customer-experience vision, journey prioritization and redesign, and end-to-end delivery, resulting in enhanced consumer experience and outcomes , lower administrative costs, and improved medical costs, and we help identify digital and advanced analytics opportunities to improve consumer experience.

Examples of our work

Overhaul of the integrated-care-management strategy for a national payer

We helped a national payer increase its enrollment of customers requiring care management into the right programs to improve overall experience, outcomes, and return on investment. The payer more than doubled its ratios of certified-nurse-midwife staffing, resulting in between 2 and 5 percent savings in avoidable medical costs (up to 30 percent reduction of costs for specific events) and between 30 and 40 percent savings in care-management administrative costs through operational discipline and digitization (representing approximately 10 to 12 percent of total administrative spend).

Performance growth at a regional healthcare payer

We helped a regional payer achieve performance growth by transforming the customer experience across critical user journeys, resulting in an increase of between 15 and 25 percent in operating profit for the segment and 1.5- to 2.0-fold the return on investment in three years. This was a savings of approximately 5 percent in administrative costs for the individual segment during enrollment and an increase of between 4 and 8 percent in membership of the individual segment through churn reduction.

Featured experts

Featured insights

Article

Helping US healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Healthcare Insights

January 15, 2021 -

Healthcare stakeholders on the front lines of the COVID-19 pandemic must understand not only the disease itself, but also consumers’ questions, concerns, and behaviors. Our recent rapid-research effort in the US provides some early insights.