Consumer Preferences for a Primary Care Clinic · Consumer Preferences for a Primary Care Clinic 7...

EXECUTIVE BRIEFING

Consumer Preferences for a Primary Care ClinicFive questions patients ask when choosing a new primary care clinic

PUBLISHED BY

Market Innovation Center

advisory.com/mic

[email protected]

RECOMMENDED FOR

Strategic planners, marketers, and service line leaders

Consumer Preferences for a Primary Care Clinic 1

What’s more, only 35% of respondents were very confident1 they’d still use their primary care provider in a year.

It’s clear: today’s primary care patients are not loyal.

With the churning of patients between practices, however, comes an opportunity. If you offer the right combination of clinic attributes, you can become the choice provider—for both your existing patients and consumers looking for a new primary care clinic.

But what is the right combination of attributes?

We surveyed 3,000 consumers to find out.

In 2019, we surveyed 3,000 health care consumers across the country on how they felt about the care they received. They gave their primary care clinics a Net Promoter Score of –1.2 on a scale of –100 to 100.

Net Promoter Score (NPS) is a measure of consumer loyalty. An NPS greater than 50 is considered strong.

There are five questions consumers ask when choosing a new primary care clinic. In this briefing, we’ll explore the answers to those five questions to help you compete for today’s primary care patients.

2 Market Innovation Center


Understanding the new primary care consumer

Five questions patients ask when choosing a new primary care clinic

When can you see me?

• Being seen today (and preferably immediately) tops the list.

• Almost a quarter would pay extra for fast access.

• 1 in 5 consumers use alternative options as usual source of primary care (for millennials, that number is 1 in 2).

01

How easy will my next steps be?

• On-site ancillaries and care coordination services fall in the top 5 attributes

• Digital tools that simplify next steps outrank emerging tech.

02

How well will I be treated?

• Being known as a highly consumer-oriented clinic can tip the scales.

• For seniors, age-targeted clinics may pay off (and there are other generational differences).

03

Who will I see?

• Consumers prefer doctors—but APPs are popular too.

• Team-based care is also nice to have.

• Major brand names are not yet popular (but insurer-run clinics are starting to be).

04

How far will I have to go?

• Eight clinic attributes may be worth a longer drive.

• Considering virtual visits? Know your audience.

05

Appendix


About the 2019 Primary Care Consumer Choice SurveyWe asked 3,000 respondents from across the U.S. about their primary care experience, as well as their clinic preferences for two different types of primary care:

Routine, non-acute care

We defined this as ongoing primary care, including prescription refills, vaccinations, medication management, or chronic condition checkups.

1,499 respondents saw this MaxDiff.

Basic urgent care

We defined this as the type of care an individual receives for low-severity episodes such as a fever, sore throat, rash, or minor sprain.

1,501 respondents saw this MaxDiff.

To explore these results, check out Consumer Preferences for Urgent Care, available on advisory.com.

What’s changed since our 2014 Primary Care Consumer Choice Survey?

In 2014, we ran a similar survey to understand consumer preferences for episodic primary care. In our current survey, we expanded the questions and tweaked the options to reflect the changes our researchers have observed in the primary care landscape. For more details on how consumer preferences have changed over the past five years, please see 2019 Updates in Primary Care Consumer Preferences, available on advisory.com.

How did we find our panel?

We contracted a survey panel vendor to administer this survey virtually. Our panel had equal representation across gender, age segments, income segments, and region of the U.S.

How did we define a primary care clinic?

We told respondents a primary care clinic could include a doctor’s office, retail care clinic (ex. CVS MinuteClinic, Walgreens Healthcare Clinic, Walmart Care Clinic), urgent care center, or an online visit where the patient can speak with a doctor using webcam or email.

What’s a MaxDiff?

We used MaxDiff methodology to identify consumers’ preferences. Respondents were shown multiple screens of five attributes, from which they chose the attributes most and least important to them. Each attribute was presented multiple times, resulting in a ranked list of utility scores indicating the relative value of each attribute.

What’s a utility score?

Utility scores are a measure of importance. They show us which MaxDiff attributes were most important, and how much more important they were to respondents than other attributes. Utility scores are probabilities (ranging from 0 to 100) that an item would be selected as “best” among a representative set of items in the MaxDiff questionnaire. This data reflects a ratio-quality scale. The individual utility scores are then averaged across the respondent pool to calculate average utility scores.


01

Being seen today (and preferably immediately) tops the list.

Almost a quarter would pay extra for fast access.

1 in 5 consumers use alternative options as usual source of primary care (for millennials, that number is 1 in 2).

When can you see me?


RANK ATTRIBUTE UTILITY

#1 When I’m sick, I can walk in without an appointment, and I’m guaranteed to be seen within 30 minutes.

13.69

#2 When I’m sick, I can get an appointment with someone in the clinic for later today.

13.17

#3 If I need lab tests or X-rays, I can get them done at the clinic instead of another location.

8.31

#4 The clinic is known for being highly customer-oriented, with very friendly staff, nurses, and physicians.

5.37

#5The clinic staff will coordinate any follow-up care I need, including scheduling appointments with specialists and sending them my health records.

5.17

#6 I will always see a doctor instead of a nurse practitioner or physician assistant.

4.67

#7 The clinic is open on weekends. 3.67

#8 The clinic is open on weekday evenings. 3.37

#9 It will take me 10 minutes or less to travel to the clinic. 2.84

#10 The clinic has the latest, cutting-edge technology. 2.47

Being seen today (and preferably immediately) tops the list.Primary care clinics must offer on-demand access to compete for new patients. Within the top 10 clinic attributes, over half of consumers’ utility scores went toward being able to be seen quickly.

In fact, the ability to walk in without an appointment and receive sick care within 30 minutes was more than twice as important as seeing a doctor (versus an advanced practice provider), and 5x more important than a short (10 minutes or less) travel time.

In short: being available when your patients want to be seen is imperative.

Top 10 attributes for a new primary care clinic (n=1,499)

On-demand access

On-demand access



Almost a quarter would pay extra for fast access. Not only did respondents say walk-in and expanded hours access to care were important, but nearly a quarter said they would pay a premium for same-day access.

We asked respondents about the top three services they would be willing to pay an annual $200 clinic membership fee to access.

22% of all respondents said they would pay extra if one of the services was same-or next-day appointments with their doctor, guaranteed.

That was the most popular of the premium services we tested, although the top four premium services were all related to improved access. The second most popular service was priority access to specialists, which highlights the unexpected importance of PCPs’ relationships with other providers. The third and fourth top-ranked premium services reveal some consumers’ desire to not visit a physical clinic: house visits just outranked virtual access to a doctor.

Services for which consumers would be willing to pay a $200/year premium (n=3,000)

Percentage of respondents who ranked service as one of their top three decision drivers2

Guaranteed same- or next-day appointments with my doctor

Faster access to specialists for specialty care

The doctor will come to my house for my appointments

Virtual access to a doctor

Premium customer service (i.e., the clinic will schedule and coordinate care)

Genetic tests and care personalized to my genetic profile

Fitness classes at the clinic

Remote monitoring of my health metrics through a wearable device

Meditation or yoga classes at the clinic

Acupuncture

22%

18%

15%

14%

8%

12%

7%

6%

5%

5%

Access related services

Non-access related services

42% of consumers indicated they would not be willing to pay an extra $200 per year for any combination of concierge services.


1 in 5 consumers use alternative options as usual source of primary care (and for millennials, that number is 1 in 2).

Consumers are also showing their demand for rapid access through their actions. Patients are increasingly treating walk-in alternative sites, including urgent care centers and retail care clinics, as their main primary care office.

In fact, while the traditional clinic or ob/gyn office is still the most popular site for primary care services,

of consumers report using an alternative site of care as their main source of primary care.3

18.3%

Across age cohorts, these numbers point to a trend that echoes a growing demand for rapid access to primary care.

Use of alternative care sites as main source of primary care, by age (n=3,000)

With utilization inversely correlated to age, younger generations’ adoption of rapid-access care sites is likely to continue to push primary care beyond the traditional clinic setting as

millennials4 age into more care needs and Gen Z5 ages out of pediatrics.

Urgent care centers

Different places

Concierge care

Retail clinics

Virtual visits

6.6% 4.9% 3.6% 2.5% 0.7%

18–29 years

30–49 years

50–64 years

65+ years

51%

33%

25%

12%


02

On-site ancillaries and care coordination services fall in the top 5 attributes.

Digital tools that simplify next steps outrank emerging tech.

How easy will my next steps be?



On-site ancillaries and care coordination services fall in the top 5 attributes.When consumers are shopping for a new primary care clinic, they are already thinking ahead to post-consultation. Respondents implied they would reward clinics that simplified their next steps. Specifically, they ranked on-site ancillary services like labs and X-rays as well as care coordination in their top five attributes. These high ranks suggest these clinic features are must-haves: Patients don’t want to travel between multiple sites or coordinate the next steps in their care journey.

out of 40 attributes#3If I need lab tests or X-rays, I can get them done at the clinic instead of another location.

utility=8.31

#5 out of 40 attributes

The clinic staff will coordinate any follow-up care I need, including scheduling appointments with specialists and sending them my health records.

utility=5.17

Ancillaries beyond lab tests and X-rays

• Younger consumers showed more interest in having an on-site pharmacy at the clinic than older age cohorts.

• Ancillary services like an optometrist, ophthalmologist, or dentist were low priorities across all age groups. This is likely because consumers already have regular providers for these services and wouldn’t consider them as

“must haves” in their search for a new primary care clinic.



Digital tools that simplify next steps outrank emerging tech. When it comes to digital connectivity, consumers are most interested in offerings that simplify their care and follow-up steps. Patient portals for online access to lab and health records was the most popular attribute we tested, followed by the ability to text a clinic for care recommendations. Even though other digital simplifiers, like online scheduling or bill pay, ranked in the bottom half of all attributes, respondents still had these above emerging technologies, like integrated wearables and prescribed apps.

When deciding what digital offerings to invest in for your clinic, be aware that your patients may value digital capabilities that will improve the simplicity and ease of their care and follow-up experiences more than emerging technologies.

Rankings of digital differentiators in new primary care clinic selection (n=1,499)

Respondents ranked this modern version of a nurse triage phone line surprisingly high. While rarely offered today, it outranks online scheduling, the digital differentiator many provider organizations have been focused on. Humana’s “On Hand” insurance plan, which centers around a virtual PCP who can triage members, and similar offerings from concierge practices may drive more widespread adoption of this digital offering.

#14

#16

#22

#34

#33

#40

I can view my lab test results and health records online. utility=1.94

After my first in-person visit, I can text the clinic with my symptoms to get a recommendation on whether to seek care and, if so, where to go. utility=1.91

I can schedule an appointment online or on a mobile app. utility=1.29

I can pay my bill online. utility= 0.73

I can choose to share data from my personal wearable device (e.g., Fitbit, Apple Watch, Garmin) with the clinician to monitor my health. utility=0.71

The clinician can prescribe mobile apps I can use to improve my health. utility=0.41


03

Being known as a highly consumer-oriented clinic can tip the scales.

For seniors, age-targeted clinics may pay off (and there are other generational differences).

How well will I be treated?



Being known as a highly consumer-oriented clinic can tip the scales.Consumers want a friendly and patient-focused care experience. Accordingly, they ranked service among their key deal-breakers in choosing a new clinic. A highly customer-oriented clinic was fourth of 40 attributes. This outranked cost, travel times, and even provider type.

out of 40 attributes#4The clinic is known for being highly customer-oriented, with very friendly staff, nurses, and physicians.

utility=5.37

Steps to creating a service culture

Commit to good service in concept at the leadership level.

Define what good customer service requires at the front lines.

Train existing staff and providers to execute on new service expectations.

Apply service standards in screening potential new hires.


For seniors, age-targeted clinics may pay off (and there are other generational differences).

Many providers are evaluating age-segmented primary care models as a way to better tailor care experiences and clinical services to patients’ preferences and needs. Our survey respondents’ interest in these age-specific clinics varied greatly by generation.

While younger respondents ranked age-targeted clinics #36 out of 40 attributes, those over age 65 ranked them #15. That means clinics that are targeted at the 65+ population are not a must-have, but they are a way to differentiate the experience that you offer.

Looking beyond age-specific clinics, consumer preferences for select attributes varied by generation. In comparison to older cohorts, young consumers placed heightened premiums on attributes related to access, team-based care, ancillary services, price transparency, and virtual visit capabilities. Older consumers valued “the latest, cutting-edge technology” more than younger cohorts.

“The clinic focuses on serving patients my age”

Attribute by age ranking cohort

#3618–29 years

#3230–49 years

#2550–64 years

#1565+ years


18–29 (n=362)

30–49 (n=363)

50–64 (n=382)

65+(n=361)

The clinic has the latest, cutting-edge technology.

Ages 65+ ranked “cutting-edge technology” twice as high as the under 50 population.

18 15 10 7

The clinic is open on weekday evenings.

Respondents under age 50 ranked weekday evening access twice as high as those over 65.

6 6 8 13

I can receive team-based support from a care manager, navigator, behavioral health specialist, and/or pharmacist in addition to the clinician while I’m at the clinic.

9 11 13 15

If I need a prescription, I can get it filled at the clinic instead of another location.

Ages 18–29 gave 2x the utility to an on-site pharmacy as the 65+ cohort.

11 17 17 20

Before my visit, I can go online or call the clinic and get a personalized price estimate that takes my insurance deductible/copay into account.

Younger consumers (ages 18–29) gave 5x the utility to both price estimates and virtual visits as the 65+ cohort.

14 23 27 30

A clinician can diagnose and treat me via webcam if I don’t want to come to the clinic. 15 21 24 29

Depending on who you are targeting, service preferences will differ. For example, an age-targeted clinic will likely do better in a market with a large proportion of retirees, while weekday evening access could help you stand out in areas saturated with young adults and families. Therefore, it’s important to prioritize investments that appeal to your specific target market.

Ranking of attributes with age-correlated variations

ATTRIBUTE AGE

1815

107

6 68

13

911

1314

11

17 1720

14

2327

30

15

2124

29


04

Consumers prefer doctors—but APPs are popular too.

Team-based care is also nice to have.

Major brand names are not yet popular (but insurer-run clinics are starting to be).

Who will I see?



Consumers prefer doctors—but APPs are popular too.Consumers ranked seeing a doctor instead of an advanced practice provider (APP) sixth overall. Giving it a utility score of 4.6, they indicated that consults with doctors were nearly twice as important as the average clinic attribute in this survey, and 3.5 times more important than the median attribute in the survey rankings.

Although consumers prefer to be treated by a doctor, most are also willing to see an APP for their routine, non-acute care like medication management or chronic condition checkups.

Surprisingly, there was minimal variation in the emphasis on provider preference between age groups. Younger consumers ranked this attribute just two spots lower than the 65+ cohort, but both groups had it within their top 10 most important attributes.

of consumers would “probably” or “definitely” consider seeing a nurse practitioner (NP)

59%of consumers would

“probably” or “definitely” consider seeing a physician assistant (PA)

58%of consumers would “probably” or

“definitely” consider seeing a pharmacist

35%


Team-based care is also nice to have.Respondents indicated that team-based care wouldn’t make or break their care decision: it wasn’t in their top 25% of clinic attributes. But at number 13, it did rank toward the top of the second quartile of attributes. We consider this to be a differentiator that’s nice to have, but it’s not a deal-breaker. This moderately high ranking further illustrates consumers’ desire for holistic, coordinated care.

I can receive team-based support from a care manager, navigator, behavioral health specialist, and/or pharmacist in addition to the clinician while I’m at the clinic.

#13 2.21

I can view my lab test results and health records online.

#14 1.94

Another doctor recommends the clinic to me.#15 1.92

After my first in-person visit, I can text the clinic with my symptoms to get a recommendation on whether to seek care and, if so, where to go.

#161.91

When I am sick, I can call ahead, and the clinic staff will call or text me before it’s my turn.#17 1.85

If I need a prescription, I can get it filled at the clinic instead of another location.#18 1.82

Younger respondents ranked this attribute as nearly twice as important as the 65+ cohort. What’s more, of the five

attributes related to experience and coordination-related activities that we tested, all ranked within the top half of

the 40 attributes. Team-based care could become a new, baseline expectation as millennials and Gen Z age into

greater care needs and bring this preference with them.



Major brand names are not yet popular (but insurer-run clinics are starting to be).

Respondents ranked their preferences for five clinic affiliation options, and just over a quarter said they did not care about a clinic’s affiliation. Of the remaining respondents who did have a preference, the majority said they preferred to use a clinic affiliated with a hospital or health system that they’ve used before. While new clinics affiliated with popular brand names, like Amazon and Walmart, have garnered much attention, respondents were significantly more interested in clinics operated by their insurance company.

Of consumers with an affiliation preference, 12% said they would be most interested in using a primary care clinic with an insurance company affiliation. An additional 15% said this was this affiliation was their second most preferred option. This preference significantly beat out other potential clinic affiliations for popular name-brands like Amazon or Apple, which was ranked as a number one or two choice by just 9% of respondents. Independent and AMC-affiliated clinics also beat out popular consumer brands.

Top preferences for primary care clinic affiliations (n=3,000)

Percentage of respondents ranking each option as their first choice

Affiliation with an insurance company was also markedly higher for consumers under age 50. Of our pool of 18–29 and 30–49 year old respondents, 36% and 32% chose an insurance company-sponsored clinic as their first or second most preference, respectively.

I don’t care about a clinic’s affiliation

26%

A clinic that partners with a hospital or medical group I’ve used before

A clinic that partners with a university hospital

A clinic that is completely independent

An insurance company-sponsored clinic

A popular name-brand clinic (like Apple or Amazon)

4.2%

12.4%

14%

16.7%

52.7%

74%


05

Eight clinic attributes may be worth a longer drive.

Considering virtual visits? Know your audience.

How far will I have to go?



Eight clinic attributes may be worth a longer drive.Consumers don’t want to travel far for primary care. However, they may consider bypassing a closer option for a clinic that offers something even more valuable than a short commute.

When choosing a new primary care clinic, there are eight access, convenience, and provider-based features that may entice consumers to travel a little farther. Consumers ascribe 57% of their total utility scores to these eight attributes—so just being the closest clinic won’t guarantee that they will choose you.

Attributes outranking a 10-minute travel time (n=1,499)

When I am sick, I can get an appointment with someone in the clinic for later today.

The clinic is known for being highly customer-oriented, with very friendly staff, nurses, and physicians.

I will always see a doctor instead of a nurse practitioner or physician assistant.

When I am sick, I can walk in without an appointment, and I’m guaranteed to be seen within 30 minutes.

The clinic is open on weekends.

It will take me 10 minutes or less to travel to the clinic.

The clinic is open on weekday evenings.

If I need lab tests or X-rays, I can get them done at the clinic instead of another location.

The clinic will coordinate any follow-up care I need, including scheduling appointments with specialists and sending them my health records.

1

2

3

4

5

6

78

9


Considering virtual visits? Know your audience. Consumers prefer a short commute, but what about not visiting the clinic at all to receive care?

For most consumers, virtual care options are not critical in their selection of a new primary care clinic. Access to real-time virtual visits ranked 21st overall, and asynchronous virtual visits ranked 28th.

Generational differences

Asynchronous virtual visit capability ranked about the same across age groups: 18–29 and 65+ year olds ranked it 26th, with 30–49 and 50–64 year olds ranking it 27th and 28th, respectively.

However, there was a nearly perfect linear relationship between the importance of webcam virtual visits and consumer age. Younger consumers gave this attribute more than 5x the utility as the 65+ cohort and ranked it almost twice as important.

Respondents report low utilization of virtual care

Only 0.7% of respondents said they use a virtual platform as their regular source of primary care, and 3.1% reported using either a webcam or asynchronous virtual visit for their last basic urgent care need.

Virtual visit utility scores and rankings, by age (n=3,000)

“A clinician can diagnose and treat me via webcam if I don’t want to come to the clinic”

18–29years

50–64years

65+years

Rank 15

Rank 24

Rank 29

2.36

1.65

0.93

0.47

30–49years

Rank 21


Appendix



#1When I am sick, I can walk in without an appointment, and I’m guaranteed to be seen within 30 minutes.

13.69

#2When I am sick, I can get an appointment with someone in the clinic for later today.

13.17

#3If I need lab tests or X-rays, I can get them done at the clinic instead of another location.

8.31

#4The clinic is known for being highly customer-oriented, with very friendly staff, nurses, and physicians.

5.37

#5The clinic staff will coordinate any follow-up care I need, including scheduling appointments with specialists and sending them my health records.

5.17

#6I will always see a doctor instead of a nurse practitioner or physician assistant.

4.67

#7 The clinic is open on weekends. 3.67

#8 The clinic is open on weekday evenings. 3.37

#9 It will take me 10 minutes or less to travel to the clinic. 2.84

#10 The clinic has the latest, cutting-edge technology. 2.47

#11 The clinic has the highest patient satisfaction survey scores of the options. 2.42

#12 The clinic has the highest quality scores of the options. 2.30

#13I can receive team-based support from a care manager, navigator, behavioral health specialist, and/or pharmacist in addition to the clinician while I’m at the clinic.

2.21

#14 I can view my lab test results and health records online. 1.94

#15 Another doctor recommends the clinic to me. 1.92

#16After my first in-person visit, I can text the clinic with my symptoms to get a recommendation on whether to seek care and, if so, where to go.

1.91

#17When I am sick, I can call ahead, and the clinic staff will call or text me before it’s my turn.

1.85

#18If I need a prescription, I can get it filled at the clinic instead of another location.

1.82

#19 The clinic charges less than the other options. 1.47

#20 The clinic offers long appointments so I never feel rushed. 1.34



#21A clinician can diagnose and treat me via webcam if I don’t want to come to the clinic.

1.33

#22 I can schedule an appointment online or on a mobile app. 1.29

#23Before my visit, I can go online or call the clinic and get a personalized price estimate that takes my insurance deductible/copay into account.

1.27

#24 If I have more questions after a visit, I can email the clinician. 1.26

#25 The clinic focuses on serving patients with similar health needs to mine. 1.25

#26 A friend or relative recommends the clinic to me. 1.19

#27 The clinic focuses on serving patients my age. 1.16

#28I can submit an email about my symptoms, and someone will email me back with a treatment plan.

1.00

#29 The clinic offers optometry or ophthalmology services for eye health. 0.94

#30Of my options, the clinic has the best online reviews from past patients (on Yelp, Google, etc.).

0.93

#31If I ever need specialty care, I can talk with a specialist using a webcam at the clinic.

0.89

#32 The clinic will use genetic testing to customize my care. 0.75

#33 I can pay my bill online. 0.73

#34I can choose to share data from my personal wearable device (e.g., Fitbit, Apple Watch, Garmin) with the clinician to monitor my health.

0.71

#35 The clinic has a registered dietitian for nutrition or weight concerns. 0.70

#36The clinic has state-of-the-art amenities, modern décor, and looks like a nice spa.

0.63

#37 The clinic offers biometric scans to track my body fat and health. 0.62

#38 The clinic offers mental health and/or substance abuse support. 0.60

#39 The clinic has a dentist. 0.42

#40 The clinician can prescribe mobile apps I can use to improve my health. 0.41


Related resourcesMore survey results from the 2019 Primary Care Consumer Choice Survey

Consumer Preferences for Urgent Care

Executive briefing—available on advisory.com/urgentcaresurvey

Learn what 3,000 consumers told us is most important to them when they choose an urgent care site.

2019 Updates in Primary Care Consumer Preferences

Executive briefing—available on advisory.com/primarycaresurvey

Explore changes in consumer preferences for primary care between our 2014 and 2019 consumer choice surveys.

What Parents Want from Low-Acuity Pediatric Care

Infographic—available on advisory.com/yourmarket

Learn how parents chose primary care for their children last time they needed sick care, and what their preferences are for future care decisions.

http://www.advisory.com/urgentcaresurvey

http://www.advisory.com/primarycaresurvey

http://www.advisory.com/yourmarket

© 2019 Advisory Board • All rights reserved • advisory.com

LEGAL CAVEAT

Advisory Board has made efforts to verify the accuracy of the information it provides to members. This report relies on data obtained from many sources, however, and Advisory Board cannot guarantee the accuracy of the information provided or any analysis based thereon. In addition, Advisory Board is not in the business of giving legal, medical, accounting, or other professional advice, and its reports should not be construed as professional advice. In particular, members should not rely on any legal commentary in this report as a basis for action, or assume that any tactics described herein would be permitted by applicable law or appropriate for a given member’s situation. Members are advised to consult with appropriate professionals concerning legal, medical, tax, or accounting issues, before implementing any of these tactics. Neither Advisory Board nor its officers, directors, trustees, employees, and agents shall be liable for any claims, liabilities, or expenses relating to (a) any errors or omissions in this report, whether caused by Advisory Board or any of its employees or agents, or sources or other third parties, (b) any recommendation or graded ranking by Advisory Board, or (c) failure of member and its employees and agents to abide by the terms set forth herein.

Sources

Page 6, 8–9, 11–12, 15–16, 18–19, 20, 22–23, 25–26: Market Innovation Center Primary Care Consumer Choice Survey 2019.

Page 14: Market Innovation Center, Primary Care Consumer Choice Survey, Advisory Board, 2019; Medical Group Strategy Council, The Customer Service Mandate, Advisory Board, 2015.

Endnotes1. Chose a 9 or a 10 on a scale of

0 to 10.

2. Total does not sum to 100% because respondents could choose up to three services.

3. In the survey, we defined this as: a regular place that you go to for most of your primary care needs (ex. treatment when you’re sick, preventive care like vaccines, annual wellness exams, care for non-critical issues like a rash or sprain).

4. Millennials were born between 1981 and 1996 and are ages 23–38 in 2019.

5. Gen Z was born between 1997 and 2015 and are ages 4–22 in 2019.

Project directorEmily Heuser

Research analystSharareh Afshani

Program managerAnna Yakovenko

DesignerHailey Kessler

WF1639959

655 New York Avenue NW, Washington DC 20001202-266-5600 | advisory.com

Advisory Board is a best practice research firm serving the health care industry. We provide strategic guidance, thought leadership, market forecasting, and implementation resources. For more information about our services—including webinars, analytics, expert insight, and more—visit advisory.com.

Consumer Preferences for a Primary Care Clinic · Consumer Preferences for a Primary Care Clinic 7...

Documents

Transcript of Consumer Preferences for a Primary Care Clinic · Consumer Preferences for a Primary Care Clinic 7...