TP447: Do Consumer Expectations Apply Equally Across All Health Systems

Consumerism is impacting all health systems but does this mean the same thing in the same way to academic medical centers, urban hospitals, and rural health systems? Reed Smith and Chris Boyer unpack the growing tension between what patients want and what different types of health systems are built to deliver. From broadband gaps in rural markets to brand-driven loyalty in AMCs, they explore whether “digital transformation” really means the same thing in each context—and what happens when strategy drifts from mission. Later, Chris sits down with Andy Chang, Chief Marketing Officer at UChicago Medicine, who shares how his team is driving consumer-centered digital strategy within the complexity of an academic medical center. It’s a candid look at how one system is adapting to a consumer world, without losing sight of what makes it unique. Mentions from the Show: 2025 US health care outlook - Deloitte 2025 Trends in Hospitals and Health Systems Exploring Disparities in Urban and Rural Healthcare Markets: A Closer Look at PRC’s National Consumer Study Data Andy Chang on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices