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2009 Health Care Consumerism: Opportunities and Challenges for Health Plans

Highlights from Deloitte's 2009 Survey of Health Care Consumers


Deloitte's 2009 "Survey of Health Care Consumers" measured consumers’ views and actions related to health, health care, health insurance and health policy, touching on many issues of importance to health plans. The results reveal that consumer behaviors, attitudes and needs are evolving; this offers health plans enormous opportunities - and challenges - in the years ahead.

The "Health Care Consumerism: Opportunities and Challenges for Health Plans" report highlights findings relevant to health plans in each of the six zones of consumerism and includes a discussion of implications for health plans to take into consideration. Findings from the consumer survey offers insights that may be helpful to health plans as they seek to respond to the changing needs and preferences of their customer base.

Five key findings emerged from the overall study:

  1. Health care is a consumer market – consumers find ways to navigate the complexities of the U.S. system by comparing service, quality and costs
  2. The health care market is not homogeneous: it is comprised of six unique segments
  3. Cost concerns are changing behaviors
  4. Consumers want holistic care and resources to pursue wellness and healthy living
  5. Consumers embrace innovations that enhance self-care, convenience, personalization and control of their personal health information

The report also includes strategies for health plans to consider in responding to consumerism’s opportunities and challenges.

For the full report of U.S. findings and other information pertaining to the 2009 survey, please visit:

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