In this episode of Sg2 Perspectives, host Tori Richie is joined by Sg2 experts Yelena Bouaziz and Nikita Arora to unpack the evolving reality of health care consumerism. Drawing on new national survey data, they challenge common assumptions and reveal what consumers truly value—long-term relationships, coordinated care and loyalty-driven experiences over transactional convenience. The conversation explores how health systems can rethink strategy, align around a consumer-focused “north star” and design care models that reflect real patient needs.

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