益普索：消费者对美国病患体验的看法 The Beryl Institute - Ipsos PX Pulse Consumer Perspectives on Patient Experience in the U.S

TheBerylInstitute-IpsosPXPulse

Consumer

Perspectiveson

PatientExperienceintheU.S.

NOVEMBER2023

THEBERYL

NSTITUTE

TheBerylInstituteisaglobalcommunityofhealthcare

professionalsandexperiencechampionscommittedto

transformingthehumanexperienceinhealthcare.Asa

pioneerandleaderoftheexperiencemovementandpatientexperienceprofessionformorethanadecade,theInstituteo昀昀ersunparalleledaccesstounbiasedresearchand

provenpractices,networkingandprofessionaldevelopmentopportunitiesandasafe,neutralspacetoexchangeideasandlearnfromothers.

Wede昀椀nethepatientexperienceasthesumofall

interactions,shapedbyanorganization’sculture,thatin昀氀uencepatientperceptionsacrossthecontinuum

ofcare.Webelievehumanexperienceisgroundedintheexperiencesofpatients&families,membersofthehealthcareworkforceandthecommunitiestheyserve.

YoucanfollowTheBerylInstituteonLinkedIn,Facebook,

andTwitter(@BerylInstitute).VisitTheBerylInstitutewebsiteat.

Ipsosisoneofthelargestmarketresearchandpolling

companiesglobally,operatingin90marketsandemployingover18,000people.

Ourpassionatelycuriousresearchprofessionals,analysts

andscientistshavebuiltuniquemulti-specialistcapabilitiesthatprovidetrueunderstandingandpowerfulinsightsinto

theactions,opinionsandmotivationsofcitizens,consumers,patients,customersoremployees.Our75businesssolutionsarebasedonprimarydatafromoursurveys,socialmedia

monitoring,andqualitativeorobservationaltechniques.

“GameChangers”–ourtagline–summarizesourambition

tohelpour5,000clientsnavigatewithcon昀椀denceourrapidlychangingworld.

FoundedinFrancein1975,Ipsoshasbeenlistedonthe

EuronextParissinceJuly1,1999.ThecompanyispartoftheSBF120andtheMid-60indexesandiseligiblefortheDeferredSettlementService(SRD).

ISINcodeFR0000073298,ReutersISOS.PA,BloombergIPS:FP

Thepublicationofthese昀椀ndingsabidesbylocalrulesandregulations.

FormoreinformationonIpsos’patientexperienceand

healthcarecontributions,youcanfollowIpsosonLinkedInandTwitter(@ipsosus).

THEBERYLINSTITUTE-IPSOSPXPULSE|November2023

2

ACOMMITMENTTOLISTENANDACT

Welcometothe14threleaseofTheBerylInstitute–IpsosPXPulseaswecontinuetofollowthetrendsonconsumers’perspectivesof

healthcare.ThisreleasecontinuesadeeperdiveintosomeofthefoundationalideaswehavebeenexploringsincethelaunchofPXPulseinearly2020.

Beyondcontinuingtotrackcoretrends,thisissueexploressomecriticalideasrelatedtotherelationalnatureofhealthcareitself.Onthepagesthatfollow,weexplorewherepeoplehavethegreatesttrustinhealthcareandwhatimpactsthattrust.Wealsoexplorepreferencesaround

patient-providerrelationshipsaswellaswaysinwhichpeopleprefertoprovidefeedbacktohealthcareorganizationsandtheirperceptionsofthevalueofprovidingfeedback.

ThisreleasealsowrapsupourfourthyearofpublishingPXPulseandoure昀昀ortstoexplorewhatismostimportanttoconsumersintheir

healthcareexperience.Aswehavetrackedthecoretrendsonpeople’sperspectivesonqualityofcareandtheirperceptionsofexperience

overthese14issues,wealsoseethetrendssolidifying.People’sperceptionsofthequalityofcaretheyhavereceivedbeinggoodorverygoodhavehoveredinthelowtomid40%range,whiletheirviewontheiroverallcareexperiencehasheldinthelowtomid60%range.Ofinterest

hereisthatthesetrendshavenotmovedbroadlyinanydirection,neitherimprovingnordeclining.ItdoessuggestwestillhaveopportunitiesintheUShealthcaresystemtoimproveboththeperceptionofqualityandwhatitcontributestotheoverallhealthcareexperience.

Withthat,inthemonthsaheadwearealsolookingatreducingthenumberofPXPulseissuesfrom4to2ayear,maintainingourdeeperandbroaderexplorations,suchasfoundinthisissue,whilecontinuingourtrendlinesonthecorequestionswehaveaskedsinceday1.WebelievePXPulsehasprovidedawindowintopeople’shealthcareexperienceinawaynoothersurveyorinquiryhasdone.Itgetstotheessenceof

whypeopleengageinhealthcare–tocarefortheirhealthandwellbeing–anditcontinuestotouchonwhatmatterstopeopleasreinforcedinthisissue.Peoplewantarelationshipinhealthcare.Theywanttobeseenashumanbeingswithneeds,whoareheardandrespected.Theywanttoprovideinputandwantthatinputtomatter.

Wehavemuchworktodotoensurewebuildahealthcaresystemthatisequitable,accessibleandresponsivetoall.Weremaingratefulto

youwhoworkeverydaytotackletheseverychallengingissues.WearetrulythankfulforthevoicesoftheUShealthcareconsumerswho

sharetheirtruthseverytimeweask.Together,ifweask,listen,learnandact,greatthingsawaitourhealthcaresystem.Itistrulyuptoallofustocontinuetodosomethingaboutit…fromthisdatatotheactionsthatmatter.

THEBERYLINSTITUTE-IPSOSPXPULSE|November2023

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METHODOLOGY

Thisresearchwasconductedusingonlinesurveys昀椀eldedthroughtheIpsosKnowledgePanel,®oneoftheonlyprobability-based

onlinepanelsthatisrepresentativeoftheU.S.population.The

KnowledgePanelwaschosentoprovideoneofthehighestlevelsofaccuracyandrepresentativenessavailableontheweb,allowingfortheaccuratemeasurementofconsumerexperiences,opinions,andbehaviorsintheUnitedStates.

Intotal,1024completedsurveyswereobtainedintheUnitedStatesthroughtheKnowledgePanelforthisquarter’srelease.Thesurveywas昀椀eldedfromAugust29-September6,2023toasamplegroupofpeoplethatwererandomlyselectedtoberepresentativeoftheU.S.populationintermsofCensusestimatesofgender,age,race,ethnicity,education,income,andregion.Thesurveywas昀椀elded

inEnglish-only.Findingspresentedinthisreportwereweightedto

correctforanyover-orunder-representationinthedistributionof

completedsurveysacrossthesedemographiccategories,aswellastoaccountfortheaforementionedover-sampling.

SincethelaunchofPXPulseinearly2020,wehavepresented

昀椀ndingsinapatternofshortercoreinquiriesanddeeper-divesetsofquestionsinalternatingquarters.Thisquarterweexpandedourinquirybeyondthecorequestionswithafollow-upinquiryontheexperienceofimportantaspectsofpatientexperienceaswellasissuesaroundout-of-pocketexpensesandaccesstocare.

ThecorequestionswehaveaskedsincethelaunchofPXPulseinclude:

1

2

3

4

5

ThinkingaboutthehealthcaresysteminAmericaasawhole,overall,howwouldyouratethe

qualityofhealthcareinthiscountry?

Fromthefollowinglist,whichhealthcareissueismostimportanttoyou?

Thinkingabouthowyouhaveexperienced

healthcareinthepastyear,howwouldyourateyouroverallexperience?

Overall,howimportantisitthatyouhaveagoodpatientexperience?

Whyishavingagoodpatientexperienceimportanttoyou?

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COREQUESTIONS

Qualityandoverallexperienceofcareremainconsistent.

Generaltrendsrelatedtoqualityandoverallexperienceofcareholdsteady(Figures1and2).Thatsaid,“verygood”and“good”ratingsoftheoverallcareexperiencehavedroppedslightlyinthisreporttothelowestpointinthelasttwoyears(Figure2).Whiletheslightdecreasesseeninratingsofbothqualityandexperiencearenotmajorchanges,thedownwardtrendinpeople’sratingsofqualityandoverallexperienceis

somethingweshouldcontinuetowatch.

Figure1.QualityofHealthcareinAmerica(%“VeryGood”+“Good”)

50%

45%

46%46%

44%

41%

40%

40%

OCT‘21JAN‘22MAR‘22SEP‘22DEC‘22MAR‘23JUN‘23SEP‘23

Figure2.OverallCareExperienceinthePast12Months(%“VeryGood”+“Good”)

68%

66%66%

68%

64%65%64%

62%

OCT‘21JAN‘22MAR‘22SEP‘22DEC‘22MAR‘23JUN‘23SEP‘23

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Cost-relatedissuesremainmostimportanttoconsumers.

A昀昀ordableinsuranceoptions,out-of-pocketcostsandinsurancepremiumscontinuetoholdthegreatestimportancetopeople(Figures3and4).Accesstoqualityhospitals/treatmentsremainsinthetopthreeissueswithcostofhospitalcarenowjoiningthetopthreeissuesselected

(tiedfor3rd).ThisreleaseofPXPulseisthe昀椀rsttimecostofhospitalcareappearedinthetopthreeand,infact,costofhospitalcareshowed

thelargestquarter-to-quarterincreaseofanyitemonthisquestionoverthelastyear.Theimportanceofthisitembeyondtraditionalresponsesaboutinsuranceandout-of-pocketcostsmaybeaninterestingtrendtofollow.

Figure3.Whichhealthcareissueismostimportanttoyou?

24%

19%

21%

22%22%

21%

20%

21%

17%

17%17%

16%

17%

15%

15%15%

13%

12%

14%

13%

13%

13%

11%

12%

11%

12%

OCT‘21

JAN‘22

MAR‘22

SEP‘22

DEC‘22

MAR‘23

JUN‘23

SEP‘23

Havinga昀昀ordableinsuranceoptions

Out-of-pocket

healthcarecosts

Costsofhealth

insurancepremiums

AccesstoqualityCostofHospitalCare

hospitalsandtreatments

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Figure4.Whichhealthcareissuesaremostimportanttoyou?(Top3)

Out-of-pockethealthcarecosts

Havinga昀昀ordableinsuranceoptionsCostofhealthinsurancepremiums

CostofprescriptiondrugsCostofhospitalcare

Accesstoqualityhospitals

Qualityofcareprovidedbyhospitals

TreatmentofpeoplebythehealthcaresystemQualityofcareforpeoplewithchronicconditionsCommunicationwithpatientsandtheirfamiliesReducingthethreatofinfectiousdiseases

16%

12%

8%

42%

39%

38%

30%

27%

27%

23%

22%

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Importanceofexperienceshowsslightdipwhiletherankingofitemsonwhyhavingagoodexperienceisimportantremainsunchanged.

Havingagoodexperiencecontinuestobeimportanttopeople,butitdidexperienceadeclineinthisreportsimilartothesameperiodlastyear(Figure5).Itwillbeinterestingtowatchthistrendtoseeifweseeareboundsimilartoquarteroneof2023inthenextinquiry.

Thereasonswhypatientexperienceisimportantcontinuetofocusonhumanneeds,andthetopitemsremainconsistent.Theimportance

ofhealthandwell-being,physicalneedsbeingtakenseriously,experiencecontributingtopositiveoutcomesandbeingtreatedwithrespectremainthetopitems(Figures6and7).

Figure5.Overall,howimportantisitthatyouhaveagoodexperienceasapatient?

(%“Extremelyimportant”or“Veryimportant”)

100%

95%95%95%95%

94%

95%

94%

92%92%

90%

SEP‘22

OCT‘21

DEC‘22

JAN‘22

MAR‘22

SEP‘23

JUN‘23

MAR‘23

Figure6.Whyishavingagood

patientexperienceimportanttoyou?

67%Myhealthandwellbeingareimportanttome

62%Iwanttoknowmyphysical

needsarebeingtakenseriously

48%Goodpatientexperience

contributestomyhealing/goodhealthcareoutcomes

47%Iwant/deservetobetreatedwithrespect

42%Iwanttobeaddressedasaperson,notasasymptom,diagnosisordisease

37%Itwillin昀氀uencehowImake

healthcaredecisionsinthefuture

36%Ispendmymoneyonthis34%Mytimematters

19%Iseemyselfasacustomer

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Figure7.Whyishavingagoodpatientexperienceimportanttoyou?

80%

70%

60%

50%

40%

30%

71%

68%

69%

69%

68%

70%

67%67%

64%

58%

61%60%62%60%60%62%

●

54%

52%

51%

51%

.

52%

48%

49%

49%

49%

49%

●49%

50%

47%

49

.

46%

46%

47%

50%

46%

44%

44%44%

42%42%

OCT‘21

JAN‘22

MAR‘22

SEP‘22

DEC‘22

MAR‘23

JUN‘23

SEP‘23

Myhealthandwellbeingareimportanttome

IwanttoknowmyphysicalneedsarebeingtakenseriouslyIwant/deservetobetreatedwithrespect

Goodpatientexperiencecontributestomyhealing/goodhealthcareoutcomesIwanttobeaddressedasaperson,notasasymptom,diagnosisordisease

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EXPLORINGTRUST

Peoplere昀氀ecthigherlevelsoftrustinhealthcaresettingswheretheyaremorelikelytoknoworhavechosentheprovidersthaninhospitalsoremergency/urgentcaresettings.

InthisreleaseofPXPulse,wecontinuetoexplorethecoreideasaroundtrustandthedriversoftrustinhealthcareexperience.Inlookingatwherepeoplehavethegreatesttrust,theyreporttrustinlabs,primarycareprovidersandspecialists,aswellasthepharmacy.Trustislowerinlocalhospital,emergencyroomandurgentcaresettings(Figure8).Higherlevelsoftrustmaybeduetothemorerelationalnatureoftheinteractionspeoplehaveinthosesettings.Weexploreproviderrelationshipslaterinthisrelease.

Figure8.Atthistime,towhatextentdoyoutrustthefollowinghealthcareservices?

(%Toalargeextent+Tosomeextent)

Alabformedicaltest

Yourprimarycareprovider

Aspecialistprovider

Yourpharmacy

Yourlocalhospital

Anemergencyroomorurgentcarefacility

90%

89%

89%

88%

79%

78%

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Trustismostimpactedbythesensethathealthcaresystemsactintheirownself-interest昀椀rst,followedbyhowpeoplefeeltreatedintheirhealthcareencounters.

Thesereasonshighlighttheimportanceofensuringcareishuman-centeredandrelationalinnature.Thelinkbetweenpeoplefeelingtreatedwellandtheperceivedintentionsofhealthcareorganizationstoactintheirownself-interest昀椀rstcomesdowntoacommitmenttoensuringapatientfeelslistenedto,communicatedwithe昀昀ectively,andtreatedwithrespect(Figure9).

7%

Stories(mineorothers)ofpoorqualityorunsafecare

5%

COVID-19/pandemicrelatedissues

4%

Challengesinaccessingkeyresourcesformyhealthcareneeds

2%

Sta昀昀turnover

2%

Storiesonsocialmediaorinthenews

Figure9.Fromthefollowinglist,whichissuehasthegreatestimpactonyourtrustinhealthcare?

29%

Feelingasthoughthehealthcare

systemactsoutofself-interestratherthanmineasapatient

21%

HowIhavebeenpersonallytreatedinhealthcareencounters

11%

Waittimeassociatedwithmedicalapoointmentsorprocedures

10%

Poorcommunicationfromdoctorsandhealthcaresta昀昀

9%

Di昀케cultlygettingneededappointments

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IMPORTANCEOFPROVIDERRELATIONSHIPS

Peopleplacegreaterimportanceontherelationshiptheyhavewiththeirproviderthanongettingcarewhentheyneedit.

Inconjunctionwiththe昀椀ndingsontrustbeinghigherinsettingswheretheyaremorelikelytohaveapreviousrelationshipordeveloparelationshipwithaprovider,peoplerevealedthatrelationshipstrulymattertothemintheirhealthcareexperience.Seventy-昀椀vepercent(75%)ofrespondentssaythatitis“extremelyimportant”or“veryimportant”forthemtoseethesameproviderateveryappointment

(Figure10).Additionally,55%preferhavingalong-termrelationshipwithaprovideroverreceivingcarewhentheyneeditregardlessofwhoitisfrom(Figure11).Theseinitial昀椀ndingsshowapreferencetowardcareexperiencesgroundedinrelationshipsratherthanmore

transactional,immediatecare.Thefactthatpeopleseekmorerelationalexperiencesreinforcestheimportanceofensuringe昀昀ortsaretaken

tobuildrelationshipsineveryencounter.This昀椀ndingunderlinestheimportanceoftakingappropriatetimewithpatientsande昀昀ectivelycommunicating,bothessentialtoexcellenceinthepatientexperience.

Figure10.Overall,howimportantisittohavethesamecare

providerateachappointment?

Figure11.Whichofthefollowingismoreimportanttoyou?

4%

22%

34%

41%

45%

55%

ExtremelyimportantSomewhatimportant

Veryimportant

Notatallimportant

ReceivingcarewhenyouneeditfromanyprovideroracareteamAlong-termrelationshipwithaspeci昀椀cprovider

THEBERYLINSTITUTE-IPSOSPXPULSE|November2023

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Morepeopleseetheinteractionwiththeirdoctorasarelationshipversusatransaction.

Whenconsideringthespectrumofinteractionswithproviders,47%viewtheinteractionsaseithersomewhatorentirelyarelationship,whichmaybeexpectedbasedonthelevelofimportanceplacedonseeingthesameproviderasnotedabove.Atthesametime,29%seetheir

careencountersastransactionaltosomeextent,while25%seeitasneither(Figure12).This昀椀ndingcouldrevealaninterestingdistinction

andopportunity.Asweseeabove,caresettingswherepeoplearemorelikelytohavearelationshipwiththeirprovider(s)fosterhighertrust,

andmostpeopleseekrelationshipsintheircareexperience.Yet,theirre昀氀ectionontheexperiencetheyhavetendstobemoreneutralortransactional.Thiscontrastsuggestsanopportunityforhealthcareorganizationstoworktowardscreatingmorerelational-basedcareexperiences,afundamentalideainensuringthebestinpatientexperience.

Figure12.Towhatextentdoyouthinkofyourinteractionwithyourdoctorasa

transactionversusarelationship?

35%

11%

18%

25%

12%

Entirelya

Somewhata

Neithera

Somewhata

Entirelya

transaction

transaction

transactionnor

relationship

relationship

betweenmyself

betweenmyself

arelationship

betweenmyself

betweenmyself

andmydoctor

andmydoctor

andmydoctor

andmydoctor

THEBERYLINSTITUTE-IPSOSPXPULSE|November2023

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PROVIDINGFEEDBACKONHEALTHCAREEXPERIENCE

Howandwhatwemeasureinhealthcaretogaugepeople’sperceptionsoftheirexperiencecontinuestoevolve.Wearenowseeingsocietal

surveyfatigueandaresultingdeclineinresponseratesonexperiencesurveys.Withthisimpactonthesurveyprocess,wesoughttounderstandhowtheUSconsumerwantstoprovidefeedbacktohealthcareorganizations,inwhatways,andhowtheybelievetheirfeedbackisused.

Ninety-昀椀vepercentofpeoplewanttoprovidefeedbackwithinaweekoftheircareexperience,whileamajority(52%)wanttodosoeitherimmediatelyorwithin24hours.

Peoplereportwantingtoprovidefeedbackassoonastheycanafteracareencounter(Figure13).

Figure13.Ifyouweretobeaskedaboutyourexperience,whenwouldbeyour

preferredtimetogivefeedback?

5%

13%

43%

39%

Afteryourappointment,beforleaving

Within24hoursofyourappointment

Withinaweekofyourappointment

Morethanaweekafteryourappointment

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Amajority(51%)ofpeoplewanttoprovidefeedbackontheirhealthcareexperienceviaonlinesurveywhilealmostathirdwanttoprovidefeedbackdirectlytotheircareteam.

Peoplearelookingformoreinteractiveandimmediatewaystoprovidefeedbackontheirexperiences.Ofinterest,thetraditionalmodesofdatacollectioninhealthcare–viamailsurveyorphonecall–areonlypreferredby10%ofcombined(Figure14).

Figure14.WhatwaydoyouMOSTprefertoprovidefeedback?

51%

30%

8%

6%

3%

4%

AnonlinesurveyDirectlytoyour

healthcareteam

Contactingyour

provider’so昀케ce

orcustomer

support

AmailsurveyAphonesurveySocialmediaor

onlinereviews

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Overtwo-thirdsofpeopleareveryorextremelycomfortableinprovidingfeedbacktotheirhealthcareprovider(Figure15).

Thisdatasupportsboththeimmediacythroughwhichpeoplewanttoprovidefeedbackandtheirstatedcomforttoprovidefeedbackdirectlytotheircareteamnotedabove.

Figure15.Howcomfortableareyouprovidingfeedbacktoyourhealthcareprovider?

3%

27%

29%

40%

oExtremelycomfortableVerycomfortableoSomewhatcomfortableoNotatallcomfortable

THEBERYLINSTITUTE-IPSOSPXPULSE|November2023

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Factorsimpactingthewillingnesstoprovidefeedbackareledbytheabilitytomakeimprovements,followedbyconcernsthatfeedbackwillnotbeheard.

Whenpeoplewereaskedwhatfactorsimpacttheirwillingnesstoprovidefeedback,themosthighlyrateditemswere“thedesireformyprovidertomakeimprovements”and“feelinglikemyfeedbackwillnotbeheard”(Figure16).Thesetoptwoitemsandthetwothatfollow,“therelationshipIhavewithmyprovider”and“theconcernthatmyfeedbackwillnegativelyimpactmycare,”re昀氀ectreasonswhypeoplewouldopenlyprovide

feedbackandwhytheymighthesitateintheirwillingnesstodoso.”Thesefactorsreinforcethevalueoftherelationship,notonlyintheencounterbutalsointheabilitytogatherdatainordertomakeimprovements.Ontheotherhand,factorsthatcouldbedeemedimpedimentstoprovidingfeedbackincluded“feelinglikemyfeedbackwouldnotbeheard”or“theconcernthatfeedbackmightnegativelyimpactcare.”Thesefactors

arerealconcernsforpeoplewhoarefearfultospeakupandprovideopenfeedbackorwhosimplydonotbelievetheirvoicematters.Thefactthatthesepotentialdeterrentstofeedbackarehighinthelistoffactorsthatimpactwillingnesstoprovidefeedbackrevealsanopportunityfor

healthcareorganizationstoreinforcerelationships,thevalueoffeedback,andthesafeandappreciativewayinwhichitisreceivedandactedon.

Figure16.Whatfactorsimpactyourwillingnesstoprovidefeedback?

Mydesireformyprovidertomakeimprovements

Feelinglikemyfeedbackwillnotbeheard

TherelationshipIhavewithmyprovider

Theconcernthatmyfeedbackwillnegativlyimpactmycare

Concernsforanonymity

Theabilitytoprovidefeedbackimmediatelyaftermyappointment,electronically

Knowingtheprocessforprovidingfeedback

Noneoftheabove

Other

29%

26%

26%

24%

17%

17%

14%

3%

39%

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Amajorityofpeoplereportthattheyhaveprovidedfeedback(56%),whilealmostthesamepercentage

(57%)reportfeelingthatprovidingfeedbackwasonlysomewhatornotatallworthwhile(Figures17and18).

Peoplewanttoanddoprovidefeedback,buttheyarenotclearifthereisultimatelyvalueindoingso.

Figure17.Haveyouprovidedfeedbackaboutacareexperienceto

oneofyourproviders?

Figure18.Howworthwhileisprovidingyourfeedbackonyour

careexperience?

44%

56%

No

Yes

50%

29%

14%

7%

Extremelyworthwhile

Somewhatworthwhile

Very

worthwhile

Notatallworthwhile

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Almosttwo-thirdsofpeoplebelievetheirfeedbackhasnotledtoanychanges.

Whileaboutathirdofpeople(35%)feellikeatleastsomechangeshavebeenmadeduetofeedbacktheyhaveprovided,anotherthird(34%)feltheardbutdidnotbelieveanyactionsweretakenbasedonwhattheyshared.Another31%simplybelievehealthcareorganizationshave

notbeenresponsivetotheirfeedbackatall(Figure19).Thisdatamayre昀氀ectpeople’sreducedwillingnesstoprovidefeedbackonsurveys.Yetatthesametime,mostpeoplestilldoreportprovidingfeedbackasnotedabove.This昀椀ndingreinforcesthathealthcareorganizationshaveasigni昀椀cantopportunitytobemoretransparentnotonlywhattheyhear,butalsointheactionstakenasaresultofwhattheyhear.

Figure19.Haveyounoticedchangesmadeasaresultoffeedbackyouhaveprovided?

34%

31%

31%

4%

Yes,extensive

Yes,some

IfeellikeIbeen

No,my

changeshave

changeshave

heard,but

healthcare

beenmade

beenmade

changeshave

organization

basedon

basedon

notbeenmade

hasnotbeen

feedback

feedback

responsivetofeedback

THEBERYLINSTITUTE-IPSOSPXPULSE|November2023

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Peoplewanttobeaskedabouthowtheyweretreated,timelinessofcare(i.e.,waittime),andiftheirconcernsandneedswereaddressed.

Peoplereinforcedthe昀椀ndingssharedabove,sharingthattheywanttobeaskedabouthowtheyweretreatedandcaredfor(Figure20).This

昀椀ndinglinksbacktopeople’spreferenceforhavingastrongpatient-providerrelationshipratherthanatransactionalexperience.Peopleexpressadesiretotalkabouthowtheirneedsweremet,whichreinforcesthefoundationalideasattheheartofwhatpeopleseekinhealthcarethatisseenconsistentlyinourresearch–tobelistenedto,tobecommunicatedtoclearlyinwaystheycanunderstand,andtobetreatedwithrespect.Theseaspectsofcareareallthingsweshouldexpectinanenvironmentwherehumanbeingsarecaringforhumanbeings.

Figure20.Whenbeingaskedaboutyourcareexperience,what

partsofyourcaredoyouwanttobeaskedabout?

“Enoughtimetointeractanddiscussmyissueswiththedoctor;mywaitingtime

shouldbereasonable(i.e.nothavinganappointmentat3.00pmandbeing

attendeduntil4.00pm”

“HowIwastreated,howmyexperiencewas,howwaswaittime,isthereany

helpIneedmovingforward?”

“Iwanttobeaskedifmyconcernswereaddressed,whattheycould’veimproved

upon,andiftherewasanythingIneededmoreinformationorexplanationonthat

wasn’tclearduringmyvisit..”

“IfIfeltheardandrespectedbymyprovider,iftheymadeaccurateandhelpful

suggestions/diagnoses/treatment.”

“Thetimethedoctorspentwithme,ifthedoctorwasfamiliarwithmymedical

historyandweretheresultsofmyexperiencebene昀椀cial.”

“Timelinessofcare,communication,attitudeofprovider”

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KEYTAKEAWAYS

InthisreleaseofPXPulse,wecontinuetoseesteadytrendsandgathernewinsights.Asummaryofkeytakeawaysincludes:

•Coreresultsremainedconsistentfromthepreviousquarter.

•Atthesametime,qualityandoverallexperiencesawthelowestscoresinthelasttwoyears.

•Trusti