Retail Health Clinics

Our survey finds consumers’ familiarity and use of retail health clinics and telehealth is on the rise. What does the arrival of the “new front door” mean for retailers?

Over the past few years, the United States market has seen an explosion in retail health clinics. It is estimated there are now more than 2,000 health clinics operating out of pharmacies, grocery stores, and big-box stores.

Right care in the right place at the right time is a compelling value proposition, and one that has the potential to disrupt the entire health marketplace. Oliver Wyman predicts that consumer use of alternative sites for care – such as retail clinics and telemedicine – will increase. As a result, $200 billion in current US healthcare spending could flow from traditional sites of care to these new options.

Much is at stake for all industry players, but retailers in particular, will play a significant role in the new health marketplace. Every retailer must think strategically about pairing its offering with its customer base.

Satisfied customers

Most people who have used retail clinic found the experience the same or better than a traditional site of care; 22% said better and 9% said much better

Frequent shoppers

Consumers who regularly shop at a retail store are more willing to receive health services at that retail site. So while the US healthcare market is in its early stages, consumers over the last several years are shifting their thinking and are open to retail as a point of healthcare delivery.

Hurdles to overcome

Why would customers not use a health and wellness clinic in a retail store? The majority said that they did not feel comfortable receiving medical care outside of a doctor's office, emergency room, medical center or hospital. (Note: respondents could select multiple choices)

Not all retail sites are created equal

Consumers also seem to draw distinctions between the various types of retail settings. For example, people are more willing to receive routine preventitive care in a health and wellness clinic in a drug store than a health and wellness clinic in a grocery store.

	Physical	Routine Preventative Care	Routine Eye/Ear	Routine Dental	Minor Episodes	Diet Nutrition	Fitness/Wellbeing	Chronic MGMT
	25%	52%	21%	20%	62%	50%	51%	39%
Grocery store	7%	22%	12%	5%	24%	20%	20%	13%
Discount retail store	9%	23%	15%	7%	23%	19%	19%	14%
Drug store	10%	29%	15%	7%	31%	24%	25%	17%
Walk-in clinic/urgent care	13%	29%	14%	9%	39%	18%	19%	18%
Remotely	4%	5%	2%	2%	15%	25%	26%	19%
Not Interested	6%	5%	5%	6%	7%	20%	19%	13%