Here are five insights:
1. The report verified healthcare consumerism is no different than other industries. Consumers look for similar qualities, like great customer service, in the healthcare industry as they do in other industries.
2. The survey revealed consumers may overstate tangible factors and understate emotional factors in their satisfaction scores. Many consumers cite support from nurses as more influential on their satisfaction than outcomes.
3. Some consumers are starting to research costs of healthcare, although half reported their physicians’ recommendations served as the guiding force about where they receive care.
4. The survey revealed that consumers over the age of 65 years, in addition to the younger demographic, are intrigued by websites and apps as effective healthcare communication tools.
5. Most consumers want their health records stored by their primary care providers, as opposed to their health insurers.
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