8 in 10 Consumers Are Dissatisfied With Their Healthcare Experience. Which Elements Fare Worst?

March 14, 2016

This article is included in these additional categories:

Customer Service & Experience | Pharma & Healthcare

ProphetGEHealthcare-Provider-Consumer-Views-Patient-Experience-Mar2016Source: Prophet / GE Healthcare Camden Group [download page]

    Notes: Some 81% of US consumers aged 18-65 are dissatisfied with their healthcare experiences, per a new study. Worrisomely, frequent healthcare consumers (75%) are considerably more frustrated than other healthcare consumers (48%), per the survey results. In comparing providers ratings of the quality of experience they offer against consumers’ own ratings, the biggest gaps are seen in the empathy of staff and the time taken by providers to understand patients’ needs and explain them their options.

    Overall, consumers are far more likely to feel that people (42%) are the most important element of the healthcare experience than clinical (22%) or process (19%) issues.

      Related: How Do Baby Boomers Feel About Their Primary Care Doctors?

        About the Data: The results are based on surveys of consumers and providers. The consumer survey was conducted among 3,000 respondents aged 18-65 who indicated that they are a healthcare decision maker or influencer in their household. The provider survey was conducted among 300 senior executives (VP or higher) at institutions that employed at least 20 physicians.

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