Most hospitals lack modern tools to give patients best consumer experience, survey finds

While most hospitals and health systems see improving consumer experience as a top priority, their efforts in this area remain narrow, according to the latest Kaufman Hall State of Consumerism Survey.

The survey — conducted in February and March among 200 U.S. hospital and health system executives — found that 81 percent of respondents said their organizations view improving consumer experience as a high priority.  However, few offer real-time scheduling and communications necessary for consumers.

Sixty-six percent of respondents said their hospital or health system offers limited or no opportunities for real-time patient feedback, and 73 percent said their organizations offer limited or no real-time referral scheduling, according to the survey.

Additionally, half of respondents said their organizations offer no real-time updates on in-office wait times, while 38 percent offer updates on a limited basis.

"To deliver a great consumer experience, executives must make it a cultural priority throughout their organizations, supported by the necessary workflows and enabled by the right technology," Kaufman Hall concluded. "Healthcare leaders should strive to offer an experience that's on par with leaders across industries, not just those within healthcare."

Access the full survey results here.


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