Review the consumer preference document from The Advisory board (included in this announcement). Identify two key characteristics within each segment and for each segment, identify one strategy that a health system could utilize to strengthen consumer loyalty per segment.

How Consumers' Rectangular Snip Millennials, Gen X. Baby Boomers, the Silent Generation-you know they all consume care differently. but what exactly do each of these groups want? And how can you become their Health Care Preferences provider of choice? We surveyed thousands of consumers across the United States to better understand their care Vary by Age expectations and found that some of the most significant variations fell across age groups. Here, we've segmented each of our five consumer choice surveys by age to help you tailor your messages and target your investments to different generations across the care continuum. ON-DEMAND PRIMARY CARE PRIMARY CARE PHYSICIAN (PCP) LOYALTY SPECIALTY CARE SURGICAL CARE VIRTUAL VISITS THE BOTTOM LINE Cost-Conscious Option Seekers Referral Rebels + Online Shoppers Most Likely to Travel for Quality Ready for Virtual This digitally fluent group is A free visit ranked #1 out of 56 Likelihood to Switch PCPs in Next Year Likelihood to Break a Referral 15.9% of decision the most socially connected clinic attributes. Scale: 0 ( not at all likely) to 10 (extremely Ekely) 67% would consider a virtual visit if 33.9% determined by travel time in-person care is unavailable that day generation-they're the most 1.81 likely to read reviews and ould consider a virtual visit if it was compare prices to find providers Very Likely less expensive than in-person care 1.43 2.69 378 Not Likely Important Not Important offering maximum convenience at the lowest cost. Access Preference This group is the least loyal-they were 33.9% of self-referrers in this group said This age group is the least concerned Ranking of Virtual Channels 54% the most likely to switch PCPs and the they broke a referral to see a specialist of about traveling for surgery. Perceived They're also the most likely to most likely to be enticed to leave for a their choosing. They were also the most surgeon quality, hospital affiliation, shop for providers and write 18-29 prefer after hours access new competitor's offering. likely to find a provider online. and a referral determine more of their reviews online. over weekend access surgical decisions than other groups. Cost-Conscious Price Beats Quality Willing to Break a Referral Local Over Top Quality Prime Virtual Visit Targets A free visit topped this group's list Likelihood to Break a Referral 17.3% of decision of priorities. These are the health care 17.9% determined by travel time 73% would consider a virtual visit if in-person care is unavailable that day decision influencers-they often 47% would consider a virtual visit if it was direct not only their own care. Not Likely Very Likely Important Not Important less expensive than in-person care but also that of their partners. children, and aging parents. They Access Preference. This group was more likely to leave 17.9% of self-referrers in this age group Travel is not make-or-break for this Ranking of Virtual Channels want care to fit into their busy 51% their PCP because of a $250/year received a specialist referral but shopped group-it factored less in their decisions lives-during nontraditional hours care cost increase than experiencing a for care instead of following it. than costs, but was still nearly 3x more and through virtual options. 30-49 prefer after hours access medical error. important than perceived surgeon quality. over weekend access Access Seekers Quality Over Price Unlikely Referral Breakers Cost Sensitive Receptive to Virtual Visits This group might pay more for Likelihood to Break a Referral 18.9% of decision 7.5% determined by travel time 62% would consider a virtual visit if Increasingly delaying retirement, access and convenience: time to first in-person care is unavailable that day this group is staying active and available appointment and ancillaries engaged in personal wellness on site outranked a free visit. longer than before. Not Likely 32% would consider a virtual visit if it was Very Likely Important Not Important less expensive than in-person care Often managing multiple Access Preference Experiencing a medical error was more 7.5% of self-referrers in this age group This group is disinterested in Ranking of Virtual Channels chronic care conditions, these 57% likely to make this group leave their did not follow their doctor's referral for traveling for care and was the most consumers expect timely access PCP than a $250/year care cost increase. a specialist but instead shopped for a cost-sensitive of the age cohorts when to in-person care. 50-64 prefer weekend access specialist of their choice. it comes to surgical care. over after-hours access Physician-Centric Most Loyal Affiliation Influences Choice Travel Avoiders Most Resistant to Virtual Provider continuity and credentials Likelihood to Switch PCPs in Next Year wood to Break a Referral 20.3% of decision These are health care's Scale: 0 (not at all likely) to 10 (extremely Skely) determined by travel time 58% would consider a virtual visit if were more important than a free visit. 7.0% in-person care is unavailable that day traditionalists: they are the most loyal age group, least likely to X 20% would consider a virtual visit if it was break a referral, and disinterested Not Likely Very Likely Important Not Important less expensive than in-person care in traveling for care. 143 1.81 2.69 3.78 Access Preference- The 65+ cohort is the most loyal-they Only 7% of these self-referrers reported This age group doesn't want to travel Ranking of Virtual Channels However, as the Baby Boomers were the least likely to leave their PCPs breaking a referral to see a provider for care-travel time was more than twice age into Medicare, they will 61% and also the most likely to recommend of their choosing. Hospital affiliation as important as following a referral or alter the profile of the 65+ 65+ prefer weekend access their providers. was most important in this cohort's hospital affiliation to this group. consumer group. over after-hours access specialist selection