消费者对美国病患体验的看法（英）-23页_427kb

The Beryl Institute and Ipsos PX Pulse released their November 2023 report on consumer perspectives on patient experience in the U.S. This study used online surveys with 1,024 participants and was conducted via Ipsos's KnowledgePanel.

Key Findings:

1. Patient Experience Status Quo:

• Core perception scores for healthcare quality (hovering at 40-50%) and overall care experience (60-70%) remained stable over the past four years and two quarters, respectively, but recent scores are the lowest recorded in this period.
• Slight declines were noted in both quality and overall experience ratings, highlighting an ongoing opportunity for improvement in the U.S. healthcare system.

2. Cost Remains Paramount Concern:

• Issues related to affordable insurance options, out-of-pocket costs, insurance premiums, and access to quality treatments are consistently ranked highest among healthcare concerns among consumers.
• Cost of hospital care moved into the top three concerns, showing the most significant quarterly increase, suggesting an escalating financial burden.

3. The Primacy of Patient Experience:

• Over 95% rated patient experience as "extremely" or "very important." Key drivers cited were personal health/wellbeing, feeling heard/taken seriously, respect, contributing to positive outcomes, and being treated as a person.
• Trust is higher in settings where consumers have chosen/rely on the provider (labs, primary care, specialists, pharmacy).

4. Trust and the Healthcare Experience:

• Trust drive is heavily influenced by feeling the system acts in self-interest first (29%) and the personal treatment received (21%).
• Falling trust in hospitals/ER/Urgent Care suggests these settings need improvement in reliability and relationship-building.

5. Strong Demand for Relationship-Oriented Care:

• 75% want to see the same provider each time.
• 55% prefer a long-term relationship with one provider over receiving immediate care (regardless of provider).
• 47% view doctor interactions as at least somewhat a relationship, downplayed only slightly by healthcare providers.

6. Patient Feedback Preferences:

• 95% want to provide feedback within a week, with 52% wanting it immediately or within 24 hours.
• Most prefer providing feedback directly to their care team over traditional surveys (51% vs 10%).
• High comfort levels exist (69% very/extremely comfortable) with providing feedback to their provider.

7. Willingness to Provide Feedback:

• 51% have provided feedback about their experience.
• Willingness factors: desire for improvement (39%), fear feedback won't be heard (29%).
• Hesitation factors: perceived lack of responsiveness, fear of negative impact on care, concerns about anonymity.
• 56% had provided feedback, but 57% rated providing feedback as only somewhat/not worthwhile as only 56% had provided feedback.
• 31% expressed unresponsiveness, 34% felt heard but no changes made.

Key Takeaways:

• Deep seat of patient experience lies in basic human needs and relationships.
• Actionable solutions must prioritize ensuring respectful and safe listening to patients.
• Healthcare must improve transparency and responsiveness to feedback.
• While patient experience is highly important, systemic improvement is needed, driven by genuine focus on the human element and relationship building.