Consumers are not happy with their healthcare experience: 5 takeaways

Eighty-one percent of consumers are unsatisfied with their healthcare, according to a Prophet and GE Healthcare Camden Group study.

"The State of Consumer Healthcare" study surveyed 3,000 consumers and 300 senior healthcare leaders.

Here are five takeaways:

1. The study unveiled a stark difference between what consumers reported receiving and what providers believed they were offering.

2. Providers overestimated the quality of experience they provided patients by more than 20 percent.

3. The surveyed hospital CEOs reported patient satisfaction doesn't rank among their top five priorities. That said, 75 percent of providers noted patient experience is vital to their success.

4. Between 2013 and 2014, there was a 14 percent increase in consolidation in the healthcare industry, and a 3 percent decrease in patient satisfaction.

5. Prophet and GE Healthcare Camden Group are helping providers establish a holistic patient experience strategy. This involves enhancing organizational priorities and implementing a data-driven and cost-effective plan.

"Although they acknowledge its importance, providers are finding it challenging to focus on patient experience in the face of so many competing priorities," said Jeff Gourdji, co-lead of Prophet's healthcare practice.

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