The Patient Access Journey Report, which surveyed 1,000 healthcare consumers, found that convenience, speed of access and patient experience largely dictate how and where people seek healthcare.
Around 40 percent of respondents reported having looked for and ultimately switched to a different provider to get a sooner appointment. When asked what resources should be readily available on a hospital or health system’s website, consumers ranked patient reviews and the ability to search by accepted insurance plans as most important.
The report also included the nine most important criteria considered by consumers when selecting a provider, again driven by convenience and overall experience. Here are those criteria and the number of those surveyed who marked each factor as “extremely” or “very” important:
1. Accepts my insurance: 91 percent
2. Clinical expertise on my condition: 88 percent
3. Communication skills (e.g. bedside manner): 84 percent
4. Reputation of the health system or hospital: 83 percent
5. Appointment availability: 83 percent
6. Cost: 73 percent
7. Location: 72 percent
8. Quality of online ratings and reviews: 64 percent
9. Number of years in practice: 60 percent
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