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How COVID-19 has Changed the way US Consumers Think About Healthcare

By: Jenny Cordina, Eric Levin, Andrew Ramish, and Nikhil Seshan


The COVID-19 pandemic has changed consumer behavior. Based on McKinsey surveys of US consumers, many spent the past year trying new brands and channels, adopting in-home alternatives to out-of-home activities, and shifting to online and omnichannel engagement.1 Many of the shifts could stick after the pandemic, potentially affecting the way that consumers approach healthcare. Consumers are reconsidering how they plan to address mental- and physical health challenges, how they think about getting healthcare, how they will manage their care needs, and how they expect to do business with healthcare companies, according to McKinsey research-based on multiple, nationally representative surveys of US consumers.


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