Gartner Research

Healthcare Payers Must Enable Individually Informed Choices to Create Smart Consumers

Published: 12 September 2014

ID: G00266939

Analyst(s): Robert H. Booz


The inherently complex and personal nature of healthcare means payer CIOs need to empower consumers to make better choices about their health. Attracting and engaging consumers to make informed decisions are key competitive differentiators for payers.

Table Of Contents
  • Impacts


  • The Smart Consumer: A New Type of Customer for a New Healthcare Market

Impacts and Recommendations

  • The convergence of pervasive consumerism and exchange-focused buying and the emergence of millennials into a rapidly changing payer market create the need for CIOs to enable "smart" consumers
  • Consumers' changing expectations about information availability require payer CIOs to provide a range of data access opportunities and tools to enable informed personal healthcare decisions
  • Serving the smart consumer, comfortable with healthcare decision-making technologies, means CIOs must make investments in connecting existing IT solutions

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