By the numbers: Deloitte's analysis projects significant potential revenue losses for companies that maintain a business-as-usual approach.

$114.1 billion: The potential loss for biopharma companies that rely solely on third-party distribution channels instead of exploring direct-to-consumer models.
$54.5 billion: The estimated loss for health systems that do not offer sufficient virtual health options.
13%: The percentage of consumers who trust biopharma companies as a reliable source of information on treatments.
63%: The share of consumers who say they would switch doctors if dissatisfied with communication.

The big picture: The report identifies a fundamental disconnect between industry leadership and the consumers they serve.

While consumers prioritize convenience, access, and affordability, less than one-third of health system executives and less than half of biopharma and medtech executives cited these as top priorities for the coming year.
The industry also lags in adapting to new technology. Nearly 50% of consumers reported using generative AI for health-related reasons in 2024, yet only 15% of industry executives said their organization's governance has kept pace.

Between the lines: Trust has emerged as a key competitive differentiator. According to the report's analysis, organizations that achieve a high level of consumer trust benefit from 2.5 times higher customer loyalty than those with low levels of trust.

SURVEY: Healthcare Industry Risks Over $168 Billion by Ignoring Consumers

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