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Report Identifies Opportunities for Providers to Better Meet Consumer Expectations

August 23, 2017

Kaufman Hall’s 2017 State of Consumerism in Healthcare, a compilation of online survey responses from 125 organizations, found that health care providers may not be meeting consumer expectations. As increasing out-of-pockets costs force patients to become more educated about their health care, and more sophisticated as consumers about their choices, providers need to make consumer expectations a higher priority.

About 95 percent of the survey respondents are from health systems or hospitals, with the remainder from medical groups or other types of provider organizations.

Several important areas where hospitals and health systems have the largest opportunity to improve include:

  • Fifty-eight percent of respondents identified digital tools that enabled consumer engagement as high priorities; 14 percent had them
  • Accessibility to care was seen as the top priority of what consumers want; 15 percent were moving aggressively to improve patient access
  • 23 percent of those responding said their organization offered significant access via virtual visits; 77 percent said they offered either no or limited access via virtual visits
  • Most organizations aren’t using modern tools to obtain consumer insights; 97 percent still rely on post-visit patient surveys
  • 23 percent of organizations are using advanced analytics to better understand and improve consumers’ priorities
  • Less than 10 percent of organizations ranked pricing strategies and price transparency as high priorities

In addition, the report provides several recommendations to organizations to improve their consumer focus and better align their organization for the industry’s uncertain future. Three key areas of focus were identified as:

  • Define your value proposition
  • Re-engineer the “factory”
  • Reimagine growth

HAP and the Pennsylvania’s hospitals continue to develop new partnerships with consumers through various initiatives, such as the new Person and Family Engagement (PFE) Leadership Council through HAP’s Hospital Improvement Innovation Network (HIIN). In addition, HAP has long-supported pricing transparency and, last year, launched Care in Pennsylvania, an online tool that provides health care quality and cost information, and provides Pennsylvanians with an additional resource to use when considering health care decisions.

If you have an interest in participating in the HIIN PFE Leadership Council or other HIIN projects, such as readmission prevention and the avoidance of hospital-acquired conditions, contact Lisa Lesko, director, HAP quality initiatives, for additional information.

With questions or for more information about HAP’s online tool, Care in Pennsylvania, contact Phillip Burrell, HAP’s director, health market research.

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