2009 Survey of Health Care Consumers

A comprehensive assessment of consumer attitudes, behaviors and unmet needs

Publish date:

Consumerism is a formidable force in health care, a defining characteristic between its past and future that will impact every stakeholder’s value proposition and business model. While signaling a change in the status quo for many, the trend toward consumerism also presents great opportunity for those stakeholders that recognize the value of connecting with end users who ultimately drive demand for the goods and services sold in the U.S. health care system.

The findings of our second annual study suggest that growing numbers of consumers want to be actively engaged. They see variance in service, quality and costs. They are comparing doctors, hospitals, medications, devices, health plans and self remedies. They are exploring alternatives to conventional approaches and spending money to achieve their health goals.

Survey Resources

	Summary: 2009 Survey of Health Care Consumers Explore the survey results, which offer health care industry leaders and policymakers a timely look at how health care consumerism is evolving, and a comprehensive perspective about how Americans approach their health, health care and health insurance.
	Survey Introduction: A Forward to the Research Paul Keckley, Ph.D., executive director of the Center for Health Solutions, Deloitte LLP, provides an overview of the "2009 Survey of Health Care Consumers" and shares insight into how engaging consumers appropriately is fundamental to health care reform.
	Survey Overview: Methodology The Deloitte Center for Health Solutions employed a unique strategy and rigorous methodology to assess adult consumers’ behaviors, attitudes and unmet needs. Read more.
	Webcast: Health Care Consumerism - New Insights, Important Opportunities Learn how findings from the survey can help you identify and act on important opportunities for your organization. Watch/listen to the archived Dbriefs Webcast.
	Event: 6th Annual World Health Care Congress The 2009 Survey was presented at the Executive Congress, where Paul Keckley moderated the session, "Consumerism – Recent Results and Future Directions." Learn more about the event.
	Library: 2008 Survey of Health Care Consumers Review the findings of last year's survey, which revealed general desires such as greater accessibility and customization, but also found telling differences between market segments.
	Industry-Specific Perspective: Health Care Consumerism - Opportunities and Challenges for Health Plans Deloitte’s "2009 Survey of Health Care Consumers" offers insights for health plans to respond to the changing needs and preferences of their customer base, and strategies to use in responding to these opportunities and challenges.