Business
NRC Health Releases Healthcare Consumer Trends Report: How Providers Can Get Closer to the Customer in 2020
Access to Care, Convenience Remain Top Priorities for Consumers Across All Demographics LINCOLN, Neb., Feb. 07, 2020 (GLOBE NEWSWIRE) -- NRC Health, the
About this update from Nrc Health
[{"type":"text","content":"Access to Care, Convenience Remain Top Priorities for Consumers Across All Demographics\nLINCOLN, Neb., Feb. 07, 2020 (GLOBE NEWSWIRE) -- NRC Health, the leading provider of in-depth customer intelligence in healthcare, today released its 2020 Healthcare Consumer Trends Report. The second annual report is based on NRC Health’s Customer Intelligence Platform used by more than 580 healthcare organizations in all 50 states to reflect the voice of consumers. NRC Health found that while 85 percent of consumers express fond feelings for their clinicians, they’re more ambivalent towards other points in their care journey, like access points, billing procedures and appointment booking options. The year-in-review report offers data-driven insights and expert testimonials to help healthcare leaders better understand the blistering pace of modern consumer culture with the rigorous structures of clinical care to deliver the kind of experience patients want.\n “We know the majority of patients connect with their providers, but we’re still a far cry from securing the same level of satisfaction across the entire care experience,” said Steve Jackson, NRC Health President. “So, what can healthcare leaders do? Start by examining the data, then look at best practices from other industries like banking and retail, but most importantly, listen to your patients. Nine times out of 10 they have answers you’re looking for – you just have to be open and willing to listen and then transfer that knowledge into actionable change for the better.\" Access and convenience are king for consumersConsumers and healthcare executives are starkly aligned on healthcare’s access problem. More than 51 percent of patients mention access-related issues in their feedback including travel times, appointment scheduling, registration and increasing check-in or wait-times. It’s clear that consumers want convenience – from wanting more accessible healthcare locations to expanded operating hours and appointment availability. They also want efficiency, with 62 percent open to trying new channels like digital care delivery if it means they get faster care, while more than one-third of patients prefer to save time and book appointments themselves. Boomers, Millennials and Gen Z at odds on ancillary care experienceBilling, wait times and scheduling were among the top problem areas ...