In 2023, the healthcare landscape witnessed significant transformations. Hospitals, grappling with dwindling margins for an extended period, finally began to see a stabilization in revenues. Artificial intelligence, once met with apprehension, started gaining acceptance within the industry. Moreover, strides were made in reducing inpatient infection rates.
Nevertheless, amid these positive developments, some concerning trends persisted. Notably, there was a consistent decline in the patient experience across healthcare organizations. This trend is alarming because patients constitute the cornerstone of our healthcare system. Failing to enhance their experiences not only jeopardizes their well-being but also undermines other aspects of delivering high-quality care.
Addressing this worrisome trend necessitates understanding the root causes behind patients reporting negative experiences. Through an analysis of over 2 million surveys conducted in 2023, we gained profound insights into the primary obstacles hindering an excellent patient experience. This evaluation identified four core areas that garnered disappointing ratings.
Cost of Care and Billing: The most subpar ratings in 2023 were associated with the cost of care and payment procedures. Patients expressed frustration regarding billing clarity, insurance coverage uncertainty, and issues with sliding scale payment arrangements. High healthcare costs and convoluted payment systems have long been pain points for many. A significant proportion of insured Americans encounter difficulties in securing adequate health coverage and struggle with medical bill payments. Alarmingly, one in four adults in the U.S. reports delaying necessary care due to affordability concerns.
Care Team Communication: Another critical area where patients gave providers substandard ratings pertained to information dissemination about prescriptions, pain management, and discharge instructions. Insufficient information provision, limited opportunity for patient inquiries, time constraints during visits, and perceived dismissiveness towards pain concerns were among the reported reasons for low ratings. Effective communication is integral to patient safety, with poor communication recognized as a barrier leading to adverse outcomes. Additionally, inadequate comprehension of care plans has been linked to poorer patient outcomes.
Access to Care and Wait Times: Access to care and wait times emerged as significant challenges in the patient experience landscape of 2023. Patients encountered difficulties in scheduling appointments, prolonged wait times for consultations, and challenges in securing transportation to healthcare facilities. Instances of patients waiting beyond scheduled appointment times without communication about delays were reported. These issues pose significant obstacles to communities’ well-being, especially in rural areas facing hospital closures and other access barriers.
Missed Expectations of Care: Patients reported a sense of unmet expectations when interacting with care teams and administrative staff. They cited feeling rushed during appointments, interrupted discussions, and perceived lack of empathy from healthcare providers. Moreover, dissatisfaction with facility amenities and food options was highlighted, particularly among female respondents. This consistent trend underscores evolving patient expectations and the organizational challenges in meeting them.
Despite these challenges, healthcare leaders have avenues for improvement. Employing robust segmentation strategies and leveraging advanced analytics can provide insights into specific demographic challenges and opportunities for enhancement. Integration of digital communication channels can facilitate personalized patient experiences, while real-time data insights can empower care teams to intervene promptly.
Investing in enhancing the patient experience holds promise for overall organizational improvement, reflecting the adage that “a rising tide lifts all boats.”
- : public
