The Patient-Physician Experience Gap

Today’s post first ran on Health Populi.
As patients continue to grow health consumer muscles, their ability to vote with their feet for health care services and products grows. That’s why it’s crucial for health care providers to understand how patients perceive their quality and service levels, explained in Patient Experience: It’s Time to Rethink the Consumer Healthcare Journey, a survey report from GE Healthcare Camden Group and Prophet, a brand and marketing consultancy.
3 in 4 frequent healthcare consumers say they are frustrated with their services. One-half of less-frequent patients are frustrated.
Patients and physicians are on different pages when it comes to evaluating the health care experience: note that the chart’s blue bars representing physicians’ perspectives are much longer than the orange ones, those of patients/consumers. Physicians are much more likely to positive assess patients’ views of their health services; about one-third of patients across various service measures believe physicians are delivering timely, empathetic, efficient services.
As a result, most patients are willing to use new formats of health services: 73% are willing to use on-demand medical centers, 64% retail clinics, and 52% telemedicine, according to this consumer survey.
While most consumers see these clear alternatives to their current (traditional) doctor visits, 85% of providers say they don’t have a clear picture how to improve the patient experience, GE/Pr...

Source: Disruptive Women in Health Care - April 1, 2016 Category: Consumer Health News Authors: dw at disruptivewomen.net Tags: Patients Source Type: blogs