Most patients say administrative, support staff did not treat them with respect

Although patients praise their physicians and nurses, they often feel less respected by nonclinical staff they encounter, according to NRC Health's 2019 Healthcare Consumer Report.

NRC Health, which provides in-depth customer intelligence in healthcare, based its report on insights from more than a million healthcare consumers nationwide and insights from U.S. healthcare leaders.

The report found 87 percent of patient comments praise clinicians' courtesy and respect. Patients were less likely to rave about their broader care experiences, with 67 percent of patients saying they feel less respected by nonclinical staff they encounter.

"Patients' largely split verdict on health systems highlights the need for hospitals to examine the accompanying parts of the care experience that leave patients feeling unsatisfied," said NRC Health President Steve Jackson. "The data reveals that hospitals have a problem if patients are walking away feeling positive about their provider but negative about their entire care experience. Hospitals have an opportunity to develop inventive solutions that will help fill the gap and build loyalty with patients and turn them into lifelong relationships."

To download the full report, click here.

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