The consumerization of healthcare
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Bifurcation of care
The hospital-centric model still holds for acute care, but ambulatory care providers want to be near customers.
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The rise of data
From price transparency to sharing patient records across providers, data availability is empowering consumers.
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Physician economics
Employment and reimbursement models continue to shift, changing incentives for providers
Customer experience is the future of healthcare.
Market forces drive new, more convenient modes of healthcare delivery.
![](https://assets.foleon.com/eu-west-2/uploads-7e3kk3/44754/hospital_2-01-01.2a7f791ef036.png)
Drivers
The Affordable Care Act has added 20 million Americans to insurance rolls.* The recently passed American Rescue Plan will add 2.5 million more by 2023.** First-dollar coverage for preventive care has brought new consumers into the system.
*Source: Kaiser Family Foundation
**Source: CBO
Impacts
Competition for new consumers across specialties Bifurcation of acute- vs. non-acute delivery platforms (especially on- vs. off-campus) Focus on customer experience, including telehealth
Data conquers all
Dual Forces: Interoperability and transparency
Interoperability means seamless information sharing among providers with patient consent*
Anticipated effect: More coordination across specialties, better outcomes
*Source: HealthIT.gov
Transparency means hospitals must publish pricing for services**
Anticipated effect: Cost control, competitive pressure to differentiate
*Source: CMS
(Re)tailoring care
Per IFMA, 85% of healthcare facilities were constructed in the second half of the 20th century.*
- Location strategy was driven by provider convenience.
- Providers (especially ambulatory) now prioritize consumer convenience.
- Retail conversions are appealing, but challenging (buildouts, lease structure, tenant mix…)
*Source: IFMA FM Research & Benchmarking Institute Operations and Maintenance Healthcare Benchmark Report, July 2020