Our 2014 consumer survey told us that on‑demand access and convenience were the most important primary care clinic attributes. In the five years since, the health care industry responded to that mandate. Stiff competition has spurred urgent care centers, retail clinics, and primary care practices to improve access and convenience. Which led us to wonder: have consumers changed, too?
To find out, we revisited the question of “what do consumers want from primary care?” five years later. Here are the most important—and surprising—ways consumer preferences have changed.