Consumer experience is top priority for 69 percent of US hospitals: survey

Huge Two-Day Clean Sweep Auction July 24-25th. Click Here to Bid!

> This Story

注册记数器 to rate this News Story
Forward Printable StoryPrint Comment




Business Affairs Homepage

With stock value up 51 percent, is Mindray too pricey? Valuation has recently soared to $29 billion

Some medical devices exempted from China tariffs Among the recently announced, 110 exemptions

Noritsu acquires R&F Imaging Systems Expands R&F presence from regional to national scale

Canon hit with $32 million fine by EU for Toshiba deal Used tactic dubbed 'warehousing' to get around filing requirements

Getting to 'yes' in enterprise imaging Tackling common problems on the road to more efficient radiology at SIIM

Bracco Imaging to acquire Blue Earth Diagnostics for $450 million Will gain rights over Axumin

Change Healthcare's IPO now heading beyond $1 billion Offering 49 million shares at $19 each

IBM to pay $14.8 million to settle Maryland false claims allegations Settlement revolved around the 2011 acquisition by IBM of Cúram Software

Silicon Valley investor paints dire picture for future of radiologists Claims they should no longer exist in a decade

Installing and removing imaging equipment is no small task Expert insights on how project management is evolving

Almost 70 percent of providers
list improving consumer satisfaction
among their top priorities,
says a new survey

Consumer experience is top priority for 69 percent of US hospitals: survey

John R. Fischer , Staff Reporter
Improving consumer experience is top or second among the priorities of 69 percent of healthcare C-suite executives, according to a survey conducted by research firm Sage Growth Partners.

Commissioned by healthcare experience and patient navigation enterprise, Docent Health, the survey examines strategies implemented by hospitals across the country to improve such experiences, a task which is becoming essential due to changes in how healthcare services are managed and paid for, says Stephanie Kovalick, chief strategy officer for Sage Growth Partners.

Story Continues Below Advertisement


Special-Pricing Available on Medical Displays, Patient Monitors, Recorders, Printers, Media, Ultrasound Machines, and Cameras.This includes Top Brands such as SONY, BARCO, NDS, NEC, LG, EDAN, EIZO, ELO, FSN, PANASONIC, MITSUBISHI, OLYMPUS, & WIDE.

“Consumers are starting to feel a higher burden of paying for services themselves,” she told HCB News. “Healthcare consumers have anywhere from $2500-$10,000, and sometimes even more in deductibles, so they’re paying for so much care out-of-pocket. As you start to spend your own money, you’re much more careful about the choices you make in how to spend that money. We’re seeing healthcare consumers a lot more discerning in where they’re going to receive care and how they make decisions for follow-up care based on the experience they had the first time.”

The surveyors spoke to 100 healthcare C-suite executives from different hospitals across the country in the first quarter of 2019, with 64 percent from highly competitive markets, 33 percent in moderate ones, and three percent in noncompetitive environments. Of the respondents, those in highly competitive markets were more likely to view improving consumer experiences as a top priority, at a rate of 55 percent. Only two percent of these providers did not consider it among their top four priorities.

Improving patient satisfaction is
a top priority, mainly among hospitals
in highly-competitive markets.

To facilitate this improvement, 93 percent of respondents rely on telephone calls, 90 percent rely on EHRs, and 83 percent on patient portals. Only 35 percent use a centralized customer relationship management platform, and only 39 percent rely on text messaging.

More than half, however, use patient navigation programs, with 67 percent experiencing improved quality outcomes and improved patient engagement, while 65 percent report a higher number of patients sticking to care plans, and 54 percent seeing improved patient retention. Those that do use these programs outnumber those that listed improving consumer experience as a top priority.
  Pages: 1 - 2 >>

Business Affairs Homepage

You Must Be Logged In To Post A Comment