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mck-c-enhanced-hero__text-align-v-lowest--with-breadcrumb EnhancedHero_mck-c-enhanced-hero__generic-items-wrapper-align-h-left__ObUXi EnhancedHero_mck-c-enhanced-hero__text-content__IUhpM mck-c-enhanced-hero__text-content--default-lowest mck-c-enhanced-hero__text-content--default-lowest-with-breadcrumb"><div class="mck-c-enhanced-hero-generic-items-wrapper-cefc6ecc-8df0-4aa2-9672-64f606bf7b36"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-grid-col-span-12 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-c-content-block--size-xxl___N8MW3_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h1 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-1"><div>Healthcare Consumer</div></h1></div></div></div></div></div></div></div></div></div></div></div></div><div class="mck-o-container mck-o-container__area-c"><div class="mck-o-container--wrapped mck-o-container--mobile-spacing"><div class="mdc-u-grid mdc-u-grid-col-1 mdc-u-grid-gutter-xxs mck-o-container-universal-body"><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="FloatingHeroes" class="mck-c-module-wrapper"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="mdc-u-grid mdc-u-grid-col-md-12"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-c-content-block--align-center___KRLtu_2734c4f mdc-u-grid-gutter-lg mdc-u-grid-col-md-end-12 mdc-u-grid-col-md-span-12"><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-4"><div class="mck-u-links-inline mdc-u-font-face-primary">Accelerating organizational performance and health outcomes through better patient engagement and experience</div></div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-full-text-c mck-c-module-wrapper"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mck-c-full-text-c__content-block mdc-u-grid mdc-u-grid-gutter-xxl mdc-u-grid-col-sm-1 mdc-u-grid-col-md-4"><div class="mck-c-full-text-c__column mdc-u-grid-col-md-span-3"><div class="FullTextC_mck-c-full-text-c__text-content__3NKIh mck-u-links-inline mdc-o-content-body">Health insurers have long recognized the importance of engaging members to improve the value of care. Yet efforts to date have rarely achieved the desired impact. The promise of member engagement throughout the care journey remains, however, and the underlying capabilities required to drive impact—especially data liquidity, advanced analytics, and digital solutions—are rapidly advancing. We help clients accelerate their organization performance and improve health outcomes.</div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-general-up mck-c-module-wrapper" data-module-name="general-up"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center UpModule_mdc-c-heading--title__4XbMT"><div>What we do</div></h2></div><div class="mck-c-up__content mdc-u-grid mdc-u-grid-col-sm-1 mdc-u-grid-gutter-xl mdc-u-grid--align-start mdc-u-grid-col-md-2 mdc-u-grid-col-lg-4"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><span>Consumer attraction and retention</span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><div class="mck-u-links-inline mck-c-generic-item__description">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.</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><span>Unrivaled stakeholder insights</span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><div class="mck-u-links-inline mck-c-generic-item__description">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.</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><span>Improved patient engagement</span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><div class="mck-u-links-inline mck-c-generic-item__description">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.</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><span>Seamless consumer experience</span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><div class="mck-u-links-inline mck-c-generic-item__description">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.</div></div></div></div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="lightest-grey" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-full-text-c mck-o-edge-to-edge mck-c-module-wrapper"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8 mck-o-container--wrapped mck-o-container--mobile-spacing"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center UpModule_mdc-c-heading--title__4XbMT"><div>Our research</div></h2><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f UpModule_mck-c-up__header-dek-container__2p51y UpModule_mck-c-up__header-dek-container--center-aligned__O4IWd UpModule_mck-c-up__header-dek-container--is-full-width__xjFiZ"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-3 mdc-u-align-center"><div>Consumer Health Index</div></h3></div></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mck-c-full-text-c__content-block FullTextC_mck-c-full-text-c__content-block--module-center-aligned__qo8OU mdc-u-grid mdc-u-grid-gutter-xxl mdc-u-grid-col-sm-1 mdc-u-grid-col-md-4"><div class="mck-c-full-text-c__column mdc-u-grid-col-md-span-4"><div class="FullTextC_mck-c-full-text-c__text-content__3NKIh mck-u-links-inline mdc-o-content-body">Our forward-thinking, annual, proprietary research helps industry leaders understand and address the ongoing changes in how consumers engage in the healthcare ecosystem, with targeted deep dives each year for over a decade. The research provides information on the opinions, preferences, and behaviors 5,000+ consumers annually, as well as the environmental factors that influence their healthcare choices.</div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-full-text-c mck-c-module-wrapper"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center UpModule_mdc-c-heading--title__4XbMT"><div>Featured capabilities</div></h2></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mck-c-full-text-c__content-block FullTextC_mck-c-full-text-c__content-block--module-center-aligned__qo8OU mdc-u-grid mdc-u-grid-gutter-xxl mdc-u-grid-col-sm-1 mdc-u-grid-col-md-4"><div class="mck-c-full-text-c__column mdc-u-grid-col-md-span-4"><div class="FullTextC_mck-c-full-text-c__text-content__3NKIh mck-u-links-inline mdc-o-content-body"><p class="00Body"><span style="background:white">We invest heavily in developing ready-to-deploy proprietary tools, databases, and method</span><span style="background:white">s, including:</span><span style="background:aqua"> </span></p> <p class="21MinorH2"><span style="background:white"><strong>Comprehensive transformation diagnostic: </strong></span><span style="background-color:white">Our holistic, integrated review of all key levers across an organization identifies the scale and focus of a customer-experience-transformation opportunity.</span></p> <p class="21MinorH2"><span style="background:white"><strong>Consumer-journey predictive modeling: </strong></span><span style="background-color:white">Our advanced analytics engine helps healthcare organizations understand and predict events and determine how best to engage consumers—for example, by identifying who is likely to retire and then building personalized recommendations based on needs.</span></p> <p class="21MinorH2"><span style="background:white"><strong>Human-centered design: </strong></span>We use design thinking and develop personas (for example, through primary consumer research) to understand consumer needs, preferences, and experiences. We translate those insights into consumer journeys, test concepts with users, and rapidly bring them to market.</p></div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="StandalonePromo" class="" data-module-name="section-hero"><div class="mck-c-up__content mdc-u-grid mdc-u-grid-col-sm-1 mdc-u-grid-gutter-xl mdc-u-grid--align-start"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center UpModule_mdc-c-heading--title__4XbMT"><div>Examples of our work</div></h2></div><div class="SectionHero_mck-c-section-hero__container__bKirQ"><style></style><div data-component="mdc-c-background-image" class="mdc-c-bg-image___GJdv1_2734c4f background-image-b6db212b-6b27-4762-9b23-112fbacb6495-section-hero SectionHero_mck-c-section-hero__bg-image__Hcw1_"></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-two-up-small mck-c-module-wrapper" data-module-name="two-up-small"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="mck-c-up__content mdc-u-grid mdc-u-grid-col-sm-1 mdc-u-grid-gutter-xl mdc-u-grid--align-start mdc-u-grid-col-md-2 mdc-u-grid-col-sm-1"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mck-c-two-up-small__two-up-small-generic-item mck-c-two-up-small mck-c-two-up-small--small GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-6"><span>Overhaul of the integrated-care-management strategy for a national payer</span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-8"><div class="mck-u-links-inline mck-c-generic-item__description">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).</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mck-c-two-up-small__two-up-small-generic-item mck-c-two-up-small mck-c-two-up-small--small GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-6"><span>Performance growth at a regional healthcare payer</span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-8"><div class="mck-u-links-inline mck-c-generic-item__description">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.</div></div></div></div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="lightest-grey" data-module-category="StandalonePromo" class="mck-c-three-up-circle ThreeUpCircleMedium_mck-c-three-up-circle--align-cards-center__MItxM mck-o-edge-to-edge mck-c-module-wrapper"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8 mck-o-container--wrapped mck-o-container--mobile-spacing"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center UpModule_mdc-c-heading--title__4XbMT"><div>Featured experts</div></h2></div><div class="mck-c-up__content mdc-u-grid mdc-u-grid-col-sm-1 mdc-u-grid-gutter-xl mdc-u-grid--align-start ThreeUpCircleMedium_mck-c-three-up-circle__items-wrapper__3h9bc mdc-u-grid-col-sm-1 mdc-u-grid-col-md-4 mdc-u-grid-col-lg-6"><div class="ThreeUpCircleMedium_mck-c-three-up-circle__profile-card__tAWa1"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start ThreeUpCircleMedium_mck-c-three-up-circle__generic-item__k0R8M ThreeUpCircleMedium_mck-c-three-up-circle__generic-item--top-image__94_53 GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--1by4__vpFeq"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><div data-component="mdc-c-avatar" class="mdc-c-avatar-7cb5190a-1aa0-45d0-a065-5a7a0b683870 mdc-c-avatar___kVSTP_2734c4f mdc-c-avatar--image___levct_2734c4f mdc-c-avatar--size-2"><style> .mdc-c-avatar-7cb5190a-1aa0-45d0-a065-5a7a0b683870 { --mdc-avatar-size: 200px; } </style><img src="/~/media/mckinsey/our people/jenny cordina/jenny cordina_8353_fc-mask_profile_1536x1152.png?cq=50&mw=480&car=1:1&cpy=Center" alt=""/></div></div><div class="mdc-u-grid mdc-u-grid-gutter-sm mck-c-three-up-circle__content"><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f ThreeUpCircleMedium_mck-c-three-up-circle__profile-title__IjaF6"><a data-component="mdc-c-link" href="/our-people/jenny-cordina" class="mdc-c-link-heading___Zggl8_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">Jenny Cordina</span></a></h6><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f ThreeUpCircleMedium_mck-c-three-up-circle__sub-heading__3TsVh">PartnerDetroit</h6><div class="ThreeUpCircleMedium_mck-c-three-up-circle__divider__SxF_p ThreeUpCircleMedium_mck-c-three-up-circle__divider--center__Dv7pn"></div><div class="ThreeUpCircleMedium_mck-c-three-up-circle__description__KT1wJ">Improves healthcare clients’ performance across levers with a deep focus on delivering impact through consumerism in areas such...</div></div></div></div><div class="ThreeUpCircleMedium_mck-c-three-up-circle__profile-card__tAWa1"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start ThreeUpCircleMedium_mck-c-three-up-circle__generic-item__k0R8M ThreeUpCircleMedium_mck-c-three-up-circle__generic-item--top-image__94_53 GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--1by4__vpFeq"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><div data-component="mdc-c-avatar" class="mdc-c-avatar-ca8ddb0c-9901-434d-b10b-38ed203ca407 mdc-c-avatar___kVSTP_2734c4f mdc-c-avatar--image___levct_2734c4f mdc-c-avatar--size-2"><style> .mdc-c-avatar-ca8ddb0c-9901-434d-b10b-38ed203ca407 { --mdc-avatar-size: 200px; } </style><img src="/~/media/mckinsey/our people/julie lowrie/julie-lowrie_profile_1536x1152.jpg?cq=50&mw=480&car=1:1&cpy=Center" alt=""/></div></div><div class="mdc-u-grid mdc-u-grid-gutter-sm mck-c-three-up-circle__content"><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f ThreeUpCircleMedium_mck-c-three-up-circle__profile-title__IjaF6"><a data-component="mdc-c-link" href="/our-people/julie-lowrie" class="mdc-c-link-heading___Zggl8_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">Julie Lowrie</span></a></h6><h6 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f ThreeUpCircleMedium_mck-c-three-up-circle__sub-heading__3TsVh">PartnerAtlanta</h6><div class="ThreeUpCircleMedium_mck-c-three-up-circle__divider__SxF_p ThreeUpCircleMedium_mck-c-three-up-circle__divider--center__Dv7pn"></div><div class="ThreeUpCircleMedium_mck-c-three-up-circle__description__KT1wJ">Leads consumer growth topics with CMOs and heads of sales at consumer and healthcare companies</div></div></div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-module-wrapper" data-module-name="one-up-medium"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-u-align-center UpModule_mdc-c-heading--title__4XbMT"><div>Featured insights</div></h2></div><div class="mck-c-up__content mdc-u-grid mdc-u-grid-col-sm-1 mdc-u-grid-gutter-xl mdc-u-grid--align-start"><div class="mdc-u-grid mdc-u-grid-gutter-xl mdc-u-grid-col-sm-1 mdc-u-grid--align-start GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--with-hover-effect__hmVy2 GenericItem_mck-c-generic-item--1by1__6krte"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/helping-us-healthcare-stakeholders-understand-the-human-side-of-the-covid-19-crisis" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture"><img alt="Helping US healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Healthcare Insights" src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/helping%20us%20healthcare%20stakeholders%20understand%20the%20human%20side%20of%20the%20covid%2019%20crisis/consumer-survey-sb10063647aa-001-1536x1536.jpg?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span>Article</span></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/helping-us-healthcare-stakeholders-understand-the-human-side-of-the-covid-19-crisis" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link-heading--with-icon___ssPll_2734c4f mdc-c-link___lBbY1_2734c4f"><span>Helping US healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Healthcare Insights</span></a><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-arrow-right-fat-icon mdc-u-ts-6 mdc-c-heading__icon___TbFKK_2734c4f"></span></h2><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><span class="GenericItem_mck-c-generic-item__display-date__6Py5E"><time dateTime="2021-01-15T12:00:00Z">January 15, 2021</time> - </span><div class="mck-u-links-inline mck-c-generic-item__description GenericItem_mck-c-generic-item__description--with-date__KRltZ">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.</div></div></div></div></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="mck-c-general-up mck-c-module-wrapper" data-module-name="general-up"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="mck-c-up__content mdc-u-grid mdc-u-grid-col-sm-1 mdc-u-grid-gutter-xl mdc-u-grid--align-start mdc-u-grid-col-md-2 mdc-u-grid-col-lg-4"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--with-hover-effect__hmVy2"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/consumer-decision-making-in-healthcare-the-role-of-information-transparency" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture"><img alt="Consumer decision making in healthcare: The role of information transparency" src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/standard-consumer-decision-making.jpg?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span>Article</span></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/consumer-decision-making-in-healthcare-the-role-of-information-transparency" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link-heading--with-icon___ssPll_2734c4f mdc-c-link___lBbY1_2734c4f"><span>Consumer decision making in healthcare: The role of information transparency</span></a><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-arrow-right-fat-icon mdc-u-ts-9 mdc-c-heading__icon___TbFKK_2734c4f"></span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><span class="GenericItem_mck-c-generic-item__display-date__6Py5E"><time dateTime="2020-07-13T12:00:00Z">July 13, 2020</time> - </span><div class="mck-u-links-inline mck-c-generic-item__description GenericItem_mck-c-generic-item__description--with-date__KRltZ">When armed with transparent information, consumers are likely to make different decisions. These decisions include choosing a...</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--with-hover-effect__hmVy2"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/covid-19-vaccine-are-consumers-ready" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture"><img alt="COVID-19 vaccine: Are consumers ready?" src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/covid%2019%20vaccine%20are%20consumers%20ready/standard-vaccine-acceptance.png?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span>Article</span></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/covid-19-vaccine-are-consumers-ready" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link-heading--with-icon___ssPll_2734c4f mdc-c-link___lBbY1_2734c4f"><span>COVID-19 vaccine: Are US consumers ready?</span></a><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-arrow-right-fat-icon mdc-u-ts-9 mdc-c-heading__icon___TbFKK_2734c4f"></span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><span class="GenericItem_mck-c-generic-item__display-date__6Py5E"><time dateTime="2020-12-10T12:00:00Z">December 10, 2020</time> - </span><div class="mck-u-links-inline mck-c-generic-item__description GenericItem_mck-c-generic-item__description--with-date__KRltZ">While details of COVID-19 vaccine administration are still pending, healthcare stakeholders may want to consider their long-term...</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--with-hover-effect__hmVy2"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/understanding-the-impact-of-unmet-social-needs-on-consumer-health-and-healthcare" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture"><img alt="Understanding the impact of unmet social needs on consumer health and healthcare" src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/understanding%20the%20impact%20of%20unmet%20social%20needs%20on%20consumer%20health%20and%20healthcare/hero-unmet-social-needs.jpg?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span>Article</span></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/understanding-the-impact-of-unmet-social-needs-on-consumer-health-and-healthcare" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link-heading--with-icon___ssPll_2734c4f mdc-c-link___lBbY1_2734c4f"><span>Understanding the impact of unmet social needs on consumer health and healthcare</span></a><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-arrow-right-fat-icon mdc-u-ts-9 mdc-c-heading__icon___TbFKK_2734c4f"></span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><span class="GenericItem_mck-c-generic-item__display-date__6Py5E"><time dateTime="2020-02-20T12:00:00Z">February 20, 2020</time> - </span><div class="mck-u-links-inline mck-c-generic-item__description GenericItem_mck-c-generic-item__description--with-date__KRltZ">Income, employment, education, food security, housing, transportation, safety, and social support are all factors that affect...</div></div></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start GeneralUp_mck-c-general-up__generic-item___T5Id GenericItem_mck-c-generic-item__sGwKL GenericItem_mck-c-generic-item--with-hover-effect__hmVy2"><div class="GenericItem_mck-c-generic-item__image__F_tIc"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/physicians-examine-options-in-a-post-covid-19-era" class="mdc-c-link___lBbY1_2734c4f"><picture data-component="mdc-c-picture"><img alt="Physicians examine options in a post-COVID-19 era" src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/physicians%20examine%20options%20in%20a%20post%20covid%2019%20era/standard-physicians-infographic1003268800.jpg?cq=50&mw=767&car=16:9&cpy=Center" loading="lazy"/></picture></a></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span>Survey</span></div><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/physicians-examine-options-in-a-post-covid-19-era" class="mdc-c-link-heading___Zggl8_2734c4f mdc-c-link-heading--with-icon___ssPll_2734c4f mdc-c-link___lBbY1_2734c4f"><span>Physicians examine options in a post-COVID-19 era</span></a><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-arrow-right-fat-icon mdc-u-ts-9 mdc-c-heading__icon___TbFKK_2734c4f"></span></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-7"><span class="GenericItem_mck-c-generic-item__display-date__6Py5E"><time dateTime="2020-06-12T12:00:00Z">June 12, 2020</time> - </span><div class="mck-u-links-inline mck-c-generic-item__description GenericItem_mck-c-generic-item__description--with-date__KRltZ">In McKinsey’s US COVID-19 Physician Survey, physicians indicated they are optimistic about a return to pre-COVID-19 volumes...</div></div></div></div></div></div><div class="mck-c-up__footer"><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--align-center___ar3mu_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights" class="mck-u-flex-align-center mdc-c-button___U4iY2_2734c4f mdc-c-button--secondary___Boipq_2734c4f mdc-c-button--size-large___jwpUy_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">See more insights</span></a></div></div></div></div></div><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="StandalonePromo" data-module-gradient-position="top-right" class="ThreeUpLinkList_mck-c-3ull__F0W5g mck-c-module-wrapper"><div class="mck-o-container"><div class="UpModule_mck-c-up__irSw8"><div class="UpModule_mck-c-up__header__OR_Vx"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-c-heading--border___K8dj3_2734c4f 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class="mdc-c-link__label___Pfqtd_2734c4f">Healthcare Consumer</span></a></li><li><a data-component="mdc-c-link" href="/industries/healthcare/how-we-help-clients/americas/healthcare-innovation" class="mdc-c-link___lBbY1_2734c4f"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--size-xs___g8-q5_2734c4f mck-arrow-right-icon"></span><span class="mdc-c-link__label___Pfqtd_2734c4f">Healthcare Innovation</span></a></li><li><a data-component="mdc-c-link" href="/industries/healthcare/how-we-help-clients/americas/medicaid" class="mdc-c-link___lBbY1_2734c4f"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--size-xs___g8-q5_2734c4f mck-arrow-right-icon"></span><span class="mdc-c-link__label___Pfqtd_2734c4f">Medicaid</span></a></li><li><a data-component="mdc-c-link" href="/industries/healthcare/how-we-help-clients/americas/medical-cost-management" class="mdc-c-link___lBbY1_2734c4f"><span data-component="mdc-c-icon" 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class="mdc-c-link__label___Pfqtd_2734c4f">Provider Performance</span></a></li><li><a data-component="mdc-c-link" href="/industries/healthcare/how-we-help-clients/americas/provider-revenue-excellence" class="mdc-c-link___lBbY1_2734c4f"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--size-xs___g8-q5_2734c4f mck-arrow-right-icon"></span><span class="mdc-c-link__label___Pfqtd_2734c4f">Provider Revenue Excellence</span></a></li></ul></div><div class="mck-c-up__footer"><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f"><a data-component="mdc-c-link" href="/industries/healthcare/how-we-help-clients" class="mdc-c-link-cta___NBQVi_2734c4f" aria-label=""><span class="mdc-c-link__label___Pfqtd_2734c4f">Back to practice overview</span><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-link-arrow-right-icon"></span></a></div></div></div></div></div><div data-component="mdc-c-module-wrapper" 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