Today’s healthcare consumer is more empowered, more digital-savvy, and more skeptical than ever. Yet many health systems still engage them with outdated approaches and institutional thinking. In this episode, Chris Boyer and Reed Smith explore the growing disconnect between what consumers expect and what health systems deliver—and what it will take to close that gap. They explore:

They also discuss why closing the gap requires more than marketing. It demands operational improvements that match the message, and small wins that collectively rebuild consumer confidence.

Later in the episode, Ryan Donohue of NRC Health joins to share insights from national research on patient behavior. He outlines the "Sinister Six" factors driving disengagement and explains how loyalty is shaped by experience, not advertising.

Healthcare organizations that succeed in 2025 will be those that align expectations with delivery and prove they understand what today’s consumers value most.

Mentions from the Show: 

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