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The New Health Care Consumerism: A Blueprint for Health System Leaders
Jenny Cordina1, Thomas H Lee2,3
1Partner, McKinsey & Company, Detroit, MI, USA.
NEJM Catalyst Innovations in Care Delivery
|July 7, 2026
Summary
Health care leaders can navigate rising pressures by adopting a consumer-driven approach. This involves shifting from transactional patient engagement to an always-on, data-driven model for better outcomes and loyalty.
Area of Science:
- Health care management
- Consumer health engagement
- Healthcare strategy
Background:
- Healthcare leaders face increasing pressures including rising costs, workforce shortages, and evolving patient expectations.
- Traditional patient engagement models are often transactional and fail to meet modern demands.
- The rise of health care consumerism presents an opportunity for system transformation.
Purpose of the Study:
- To outline a strategic shift for health care leaders towards a consumer-centric model.
- To guide executives in reimagining patient engagement across the entire health journey.
- To foster accessible, personalized, and sustainable healthcare delivery.
Main Methods:
- Analysis of current health care pressures and consumer trends.
- Conceptual framework for evolving from transactional to relationship-based engagement.
- Identification of strategies for integrating technology, data, and talent.
Main Results:
- A transition towards an always-on, data-driven, trust-based engagement model.
- Enhanced patient outcomes through personalized and accessible care.
- Improved operational efficiency and strengthened consumer loyalty.
Conclusions:
- Embracing health care consumerism principles is crucial for future success.
- Strategic alignment of technology, talent, and data is key to sustainable healthcare.
- Leaders must prioritize building lasting trust and loyalty with health care consumers.
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