1 in 3 patients will switch providers after a bad experience, Accenture finds

Patients' experience has a large effect on how likely a patient is to return to a provider or adhere to their treatment program, according to an Aug. 6 Accenture report.

For the report, titled "Digital Adoption in Healthcare: Reaction or Revolution?" Accenture surveyed 1,755 patients in the United States between May and June, according to an Aug. 17 news release on the study. 

Four study insights:

  1. Forty percent of respondents had medical conditions in therapeutic specialties, such as oncology, cardiovascular, immunology, neurology and respiratory.

  2. Most patients (67 percent) have had a negative healthcare experience. Of those patients who had negative experiences, 34 percent said they were less likely to seek medical care the next time they needed it. 

  3. Thirty-four percent also said they had switched providers or treatments after a negative experience, while some other patients reported they stopped picking up their prescriptions.

  4. More than half of patients (55 percent) said what they wanted most from a healthcare provider was someone who explains their condition and treatment clearly. Fifty-two percent of patients said they wanted a provider who listens and understands their needs and provides emotional support.

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