According to a patient experience study by GE and Prophet, a whopping 81% of consumers are not satisfied with healthcare experience. What about the few happy healthcare consumers? The study reveals they’re the ones who interact with the healthcare system the least.
These disturbing statistics highlight a much larger healthcare problem: There is a cavernous gap between the level of quality healthcare providers think they deliver and the actual level of customer satisfaction.
The GE and Prophet study report states, “Providers underestimate the degree to which the patient experience fails to meet consumer expectations. This skewed perspective is creating a lack of urgency among providers to fix the problem. While providers are aware of patient dissatisfaction, they have many competing initiatives, making it difficult to prioritize.”
Fortunately, some healthcare providers are working diligently to close this PE gap. For one, Texas Health Resources is striving to transform the healthcare customer experience by becoming a more consumer-focused organization.
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