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Eight Predictions for Healthcare Consumer Engagement Featured in 2021 Forecast


SAN ANTONIO, Texas, November 16, 2020 – When it comes to healthcare consumer engagement, 2020 will be remembered as a race to adapt to the quickly evolving demands of the pandemic. Now healthcare organizations are preparing for 2021 with the help of Carenet Health’s just-released 2021 Healthcare Consumer Engagement Forecast.

Carenet Health, one of the nation’s largest providers of 24/7 telehealth and healthcare engagement solutions, produces this forecast each November to help health plans, health systems and other healthcare service organizations stay informed of the emerging trends around the healthcare consumer. These trends often touch on topics such as changes in the digital and mobile health spaces, how to better motivate patients to close gaps in care, new paths to improving Medicare Advantage member experience ratings and more.

This year’s forecast includes eight key predictions for the coming year:

  1. Telehealth is here to stay, but considerable transitions lie ahead for adoption, infrastructure and scope.
  2. A surge in at-home services will further solidify the home’s status as a preferred care setting.
  3. The need for whole-person care and engagement will reach a boiling point, and Medicare Advantage plans will set the pace.
  4. More attention will be given to the engagement value equation.
  5. Access to 24/7, cost-effective care and information will be essential.
  6. Every facet of the healthcare industry will be working harder to address social determinants of health.
  7. Health plans will trade single outreach touchpoints for holistic and unified strategies that put the member at the center of all communications and service developments.
  8. Behavior science will be on everyone’s radar.

Carenet CEO John Erwin said it’s important to remember there is no new state of equilibrium yet for healthcare engagement. That’s why further cultivating both the ability to adapt and the flexibility to scale efforts will be vital. “Providers and payers alike will need to stay on top of shifting consumer needs more than ever before—even those that have little to do with COVID-19, like routine pediatric vaccinations and Medicare wellness visits. The organizations most in tune with those sometimes fast-changing needs will find themselves in a stronger position,” Erwin said.


About Carenet Health 

Carenet Health is one of the healthcare industry’s leading consumer engagement and telehealth partners—providing member and patient engagement, clinical support, virtual care and advocacy solutions on behalf of 250+ of the nation’s premier health plans, providers, health systems and Fortune 500 companies. One in five Americans have access to Carenet’s services.

Carenet is headquartered in San Antonio, Texas, with additional campuses in New Mexico, Maine and the Philippines. For more information, please visit

Media Requests

Act soon to request your complete copy of the forecast, schedule executive interviews and/or secure an opinion piece from Carenet Health by contacting:

Skip Dampier, 210-595-2016


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