A study conducted by Prophet and GE Healthcare Camden Group has revealed that nearly 81% of US consumers are not satisfied with their healthcare experience.
The study highlighted that although consumers’ frustrations are high, healthcare providers put efforts to prioritise the issue against competing priorities.
Findings from the report, which has been commissioned to better understand and address the challenges of the patient experience, show that there is a large gap between the experience consumers report receiving and what providers believe they are offering.
The providers overestimated the overall quality of the experience they gave patients by more than 20%.
Prophet healthcare practise co-lead Jeff Gourdji said: "There is a misperception among providers about how well they are truly meeting consumer expectations.
"Although they acknowledge its importance, providers are finding it challenging to focus on patient experience in the face of so many competing priorities."
Nearly 75% of the providers surveyed believe that patient experience is a key factor that contributes to their overall growth. However, they face a challenge in evaluating the improvements to be made to meet the patients’ needs.
Prophet and GE are helping healthcare providers develop an integrated patient experience strategy that supports organisational priorities, and successfully implement a data-driven and cost-effective plan that will drive efficiencies and fix experience gaps.
GE Healthcare Camden Group president Laura Jacobs said: "The results of our study prove that to be successful, healthcare providers need to modernise their approach to patient experience.
"Creating better and more holistic experiences doesn’t just mean happier patients. It translates to increased capacity, lower operating costs, improved financial performance, and higher employee satisfaction and retention.
"For healthcare providers, the key to profitability and longevity lies in their ability to deliver a superior consumer experience."
Image: The main patient area inside of the Mobile Medical Unit. Photo: courtesy of Robert Kaufmann.