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Some key insights from the latest findings…

  • Across healthcare relationships, only about 50% of patients feel loyal to their regular providers.
  • While younger and more urban patients were already open to switching providers pre-pandemic, COVID-19 has acted as a general accelerant.
  • Disruptions from COVID-19 could lead to 25 million people considering a switch of their regular healthcare providers.
  • Patients who are the most at risk following COVID-19 disruptions are the most influenced by availability and technology offered by their doctors.

More research and perspectives

Getting beyond the either/or of virtual vs. in-person care

This research report examines different care contexts to identify where virtual makes sense – and where it may not. It reveals patient expectations and preferences for interacting with providers – and where technology needs to be supplemented with a human touch.

Preparing for Healthcare’s Next Act

The future of care is not just convenient and virtual-first, but designed around the customers’ needs. Download our latest special report for a deep dive into three macro-trends powering this movement — plus actionable steps and tools for getting started with a reimagined customer experience.

An emerging digital audience: First-time telehealth adopters

Our latest study reveals what first-time telehealth adopters can tell us about the virtual future of healthcare. This report provides an overview of first-time telehealth adopters, including their overall preferences and behaviors, to help you prepare for what’s next in healthcare.

We are Hero.
A new kind of Customer Experience Company.

Born at the intersection of Business, Design, and Technology, we create experiences of Truth & Beauty to have a positive impact on people—and on the businesses that serve them. We’ve worked with healthcare leaders like Sunrise Senior Living, Spaulding Rehabilitation Network, and Universal Health Services, Inc. to create patient-first experiences that help people get back to engaging with life instead of with healthcare.

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