Gartner Information Technology Research

Healthcare Business Driver: Power Shifting to the Consumer

Published: 15 January 2020

ID: G00463506

Analyst(s): Jeff Cribbs , Mark E. Gilbert


The financial viability of healthcare and life science organizations increasingly relies on the consumers’ actions and decisions. The capabilities healthcare organizations need to thrive occupy a growing portion of IT strategies. CIOs must lead efforts to structure and improve consumer engagement.

Table Of Contents


  • Power Is Shifting to Healthcare and Life Science Consumers
    • Mounting Evidence That Increasing Consumer Engagement in Healthcare Results in Improved Clinical and Medical Cost Outcomes
    • Digitization of Healthcare and Life Sciences Creates New Consumer Engagement Opportunities
    • Consumers’ Expectations of Healthcare Change in the Era of Digital Business
    • Growing Prevalence of Market-Based Policies Give Healthcare Consumers “Power of the Purse”
    • National eHealth Initiatives, Legislation and Regulation Emphasize Citizen Centricity
    • Structural Changes in Heritage Sector Roles, Financial Models and Industry Participants Weaken the Resistance of Industry Incumbents to Consumer Power
  • Implications
    • Business Implications
    • IT Implications
  • CIO Recommendations

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