TP432 - Closing the Healthcare Engagement Gap

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 Yet many health systems still engage them with outdated approaches and institutional thinking.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:

The rise of the modern healthcare shopper who expects transparency, convenience, and digital ease in every interaction

Common breakdowns in engagement, from fragmented experiences to generic messaging and outdated tools

The importance of personalized communication that reflects where someone is in their health journey, not just their name in an email

How inconsistent messaging across digital, phone, and in-person touchpoints erodes trust and damages the brand

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: 

Engaging the evolving US healthcare consumer and improving business performance – McKinsey & Company

Consumer Healthcare Experience Trends to Watch in 2025 – Engagys

What’s Next in Healthcare Consumer Experience – Press Ganey

Meeting demand for personalized health care requires a system that can change – Stamford Advocate (Op-ed by Stamford Health CEO)

Ryan Donohue on LinkedIn

NRC Health

Reed Smith on LinkedIn

Chris Boyer on LinkedIn

Chris Boyer website

Chris Boyer on BlueSky

Reed Smith on BlueSky

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