Why Healthcare Engagement Should Be Personalized, Prioritized, and Preemptive

As we continue to adjust to a new normal in the post-COVID era, it’s important to keep a finger on the pulse of healthcare.

That’s why Pega surveyed more than 2,000 U.S. healthcare consumers and 200 industry leaders – to understand what matters most in the industry today.

Key findings include:


  • COVID-19 has temporarily impacted patient loyalty and engagement by bringing patients and providers closer together – this is seen as an overall decrease in patients’ likelihood to switch providers. However, providers will need to work hard to maintain a positive level of engagement.
  • Navigating the healthcare system is complex and confusing. Consumers want personalized engagement to motivate them on their health journey – with 65% of patients agreeing that communication from their doctors’ offices makes them want to do more to improve their health.
  • Consumers are wary of healthcare technology but are open to solutions that improve their experiences. 

Download our most recent Healthcare ebook and discover new insights about patient and member perceptions, as well as the COVID-19 public health crisis. 

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