By overhauling strategy and operations and rediscovering its core values, vision, and purpose, the Western New York health provider halted $1 million in daily losses, reinvigorated its workforce, and improved access to care.
How We Help Clients in the Health Care Services Industry
Health care transformation extends beyond any single organization. Providers, payers, and health systems face distinct priorities, but sustainable change depends on how they work together across the broader health care ecosystem.
Our health care services consulting teams bring deep sector expertise with digital, AI, and operational capabilities to help clients improve outcomes, strengthen performance, and build more resilient organizations. We partner with private and public sector organizations across the health care ecosystem to address organization-specific priorities while improving how the system works as a whole.
Our health care services consulting teams bring deep sector expertise with digital, AI, and operational capabilities to help clients improve outcomes, strengthen performance, and build more resilient organizations. We partner with private and public sector organizations across the health care ecosystem to address organization-specific priorities while improving how the system works as a whole.
Health Care Providers
Providers are redefining care delivery to improve patient outcomes, increase capacity, and achieve sustainable growth. Our health care provider consulting work includes:
- AI-Enabled Clinical Transformation. Optimizing clinical pathways, resource utilization, and care delivery through AI and advanced analytics.
- Digital Access to Care and Patient Navigation. Expanding access through digital engagement, virtual care, and connected patient experiences.
- Growth, Business Model, and M&A Strategy. Developing growth strategies, evaluating M&A opportunities, and redesigning operating models to strengthen long-term performance.
Health Care Payers
Payers are using AI and new operating models to improve affordability, accelerate innovation, and deliver more coordinated care. Drawing on deep experience across payer organizations, our health care payer consulting team engages clients to improve performance while strengthening coordination across the health care ecosystem through:
- AI-Driven Cost Transformation. Improving medical and administrative cost management through AI, automation, and advanced analytics.
- Payer-Provider Integration. Strengthening coordination, optimizing operations, and improving member and patient experiences.
- Technology Modernization and Modular Architecture. Modernizing technology and operating models to accelerate innovation and improve organizational agility.
Health Care Systems
Health care systems must improve access, affordability, and resilience while preparing for future health challenges. Our health care systems consultants partner with governments, ministries of health, and public agencies to redesign systems that deliver better outcomes for populations while creating sustainable models for care delivery in areas such as:
- Health System Redesign. Transforming reimbursement, service delivery, workforce strategies, and system governance.
- Digital Infrastructure. Building connected data and digital platforms that improve coordination, expand access, and enable more effective care delivery.
- Policy and Legislative Implementation. Translating health policy into practical implementation that strengthens system performance and improves population outcomes.
Our Impact With Clients in the Health Care Services Industry
20%
additional clinical capacity
BCG helped a health care provider develop and implement an AI-enabled clinical pathway tool that analyzes electronic health records to recommend personalized care pathways and optimize appointment scheduling. The solution increased clinical capacity by 10% to 20%, enabling more efficient care delivery while supporting better patient outcomes.
20%
lower average handling time
A European health care provider engaged BCG to transform patient services with a GenAI-powered virtual agent that automates appointment scheduling and routine patient inquiries. The solution reduced average handling time by approximately 20%, improved service levels with shorter wait times and 24/7 availability, and enhanced the overall patient experience.
$18 million
potential cost savings
A health care payer engaged BCG to design an enterprise data and analytics transformation. Prioritizing 100+ use cases and developing a roadmap for an enterprise data platform, BCG identified opportunities that could generate $9 million to $18 million in cost savings and $20 million to $31 million in revenue uplift while aligning the organization around a shared data strategy.
7%
cost savings within one year
To restore sustainable growth, a leading health care payer worked with BCG on a comprehensive transformation that included new health insurance products, an expanded care management program, and customer-focused brand repositioning. The effort launched seven new products, reversed the decline in supplementary insurance, delivered 5.3% year-over-year growth, and reduced costs in targeted care management by 7%.
1st
national health strategy
BCG partnered with a Middle Eastern government to develop the country’s first comprehensive national health strategy. Spanning governance, funding, care delivery, workforce, public health, and digital transformation, the strategy created a shared roadmap to expand access to care, strengthen public health and prevention, advance value-based payments, and build a more sustainable health system.
10-year
health system strategy
An Australian state health care system partnered with BCG to develop a future health strategy that would reimagine care delivery over the next decade. BCG helped define a new vision for a more sustainable, patient-centered, and digitally enabled health system while creating an implementation roadmap to build stakeholder alignment and support delivery at scale.
Our Products and Solutions for the Health Care Services Industry
We have a variety of proven benchmarks, tools, and frameworks to help health care payers, providers, and systems achieve growth and increased value.
Healthcare Commercial AI by BCG X is a fully integrated solution that uses AI, patient analytics, and digital tools to modernize health care interactions.
Tool
BCG's Hospital Suite
BCG’s Hospital Suite compiles hospital metrics for global benchmarking in infrastructure, performance, finance, quality, and contracts.
BCG's Hospital Suite
Tool
Patient Finder
Our Patient Finder platform offers real-time, interactive analytics to map patient journeys, build prediction models, and facilitate operating-model changes.
Patient Finder
SOLUTION
Health Care Capacity Planning
Our approach allows hospitals and health systems to forecast gaps in health care resources.
Health Care Capacity Planning
Solution
Value-Based Health Care Maturity Assessment Framework
The framework helps measure the progress of different countries as they work to delivering greater value in health care.
Value-Based Health Care Maturity Assessment Framework
Our Insights on the Health Care Services Industry
Article
February 24, 2026
To improve health care access, quality, and outcomes and to lower costs and the workforce burden, health care systems need to reimagine primary and community-based care.
Article
January 5, 2026
Global experts from BCG and BCG X predict that the industry’s growing adoption of artificial intelligence, especially AI agents, will dramatically enhance care and innovation in 2026.
Article
December 10, 2025
Women account for most consumer health spending, yet products often fail to address their needs—creating a $36 billion opportunity for companies.
Article
March 9, 2026
Health care boards can make the difference between organizational failure and resilience. Cyber incidents will happen, but board oversight can safeguard patients and maintain essential services.
Our Health Care Services Team
BCG’s health care services consulting leaders work across the industry, partnering with health care providers, payers, and systems to help organizations navigate today’s most complex strategic, operational, and digital challenges.
