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Consumerism and Marketing

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What Consumer Leaders Are Talking About: Aligning Incentives and the Patient Financial Experience

A recap of key themes from the Spring 2024 Consumer Co-Lab

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Secret shopping the patient experience: Digital vs. dial-in for primary care

We conducted a secret shopping test at 52 health systems and four disruptors, testing the ability to seek a primary care appointment online and over the phone. Our results suggest there's room for improvement, especially with call centers.

Advancing the Consumer Experience Across Health Systems

Advancing the Consumer Experience Across Health Systems

The Academy and Cedar have partnered to launch The Consumer Co-Lab. Providers shared how they’re embracing strategies to cultivate consumer loyalty, developing data and analytics strategies, and creating digital engagement and care delivery models.