According to a recent survey of hospital and health system senior executives:

...

• 96% of respondents said that understanding patients as consumers is very important
• 13% said that their organization understands healthcare consumer needs and wants very well
• 29% said their organization lacks sufficient understanding of consumer wants and needs
• 15% were very confident of their organization's consumer strategy
• 13% said that no one in their organization is responsible for consumerism, or that they don’t know who is responsible

Source: "Hospitals and Health Systems Struggle to Address Changing Healthcare Consumer Needs, According to Kaufman Hall Survey Results," Kaufman, Hall and Associates LLC , December 8, 2015, https://www.kaufmanhall.com/about/news/hospitals-and-health-systems-struggle-to-address-changing-healthcare-consumer-needs-according-to-kaufman-hall-survey-results