Hospitals rank low across industries for patient and staff satisfaction

The Healthcare Experience Trends 2023 report aims to provide healthcare industry leaders with a global overview of insights and recommendations on what patients expect and what staff members expect. tablets need.

WHY IT IMPORTANT

For the analysis, Qualtrics, which provides a HITRUST-certified and FEDRAMP-compliant experience management platform, surveyed nearly 9,000 consumers across 29 countries and 3,000 healthcare professionals across 27 countries.

“They want respect, convenience and human connection,” according to the researchers.

While patient trust in a provider is 5% higher than the global industry average of 79%, satisfaction is 3% (74%) lower and they are more likely to refer a provider less than 2% (70%).

Compared to Qualtrics 2022 trend data, patient trust in a provider increased by 1% and their likelihood of referring a provider decreased by 1%.

Researchers have found in the latest data that patients, as well as staff, want to know that their voices are heard and that their input has changed.

The patient’s payer experience is also flagged. The company also surveyed more than 7,000 consumers across 28 countries about their health insurance experiences and compared the data.

“61% of patients feel that healthcare providers need to listen to their feedback better, and 69% say the same about health insurance companies,” the researchers said. “.

Satisfaction with the payer experience also increased 2% compared to the 2022 trend study.

The report recommends that healthcare leaders develop a focused listening strategy driven by empathy, use data tools, and address “meaningful fixes for patients and staff that should have been repaired long ago,” Dr. Adrienne Boissy, CMO of Qualtrics, wrote in the front.

The four key areas that organizations should focus on in the coming months to improve patient satisfaction are:

• Close the feedback loop to make sure everyone feels heard.

• Digitize and humanize every experience to create stronger connections.

• Create memorable patient experiences that win trust.

• Take note of other industries and make your own.

For employees, engagement is 1% lower than the global multi-industry average of 66%, and their intention to stay is 3% (61%). Compared to the trend in 2022, employee engagement increased by 2%

When weighing their experience against expectations, healthcare workers’ outcomes were 6% (33%) below the industry average.

The report outlines three ways to address healthcare worker satisfaction:

• Create value for employees to retain top talent.

• Reduce the burden on your employees by eliminating process inefficiencies.

• Design inclusive environments with holistic listening strategies

To ease the burden on employees, organizations can take action by “Empowering local teams to make improvements every day, remove what stands in the way, and solve tough problems at the level.” operating.”

To ensure patients and staff alike feel heard, appreciated and appreciated, Boissy says healthcare organizations gain trust when they intentionally listen across channels, using Advanced analytics to understand emotions, intensity and intentions and immediately take action.

“The beauty of technology is how it can enable a more complete understanding of human emotions through interactions, delivering meaningful, seamless and meaningful in-person and digital healthcare experiences and lovelier,” she said in the report’s announcement.

The report also recommends that healthcare organizations look to the success of hotels, streaming services and electronics manufacturers when designing modern, human-centered experiences. center.

TREND TO BIGGER WOMAN

Patient satisfaction is a top priority for many healthcare systems that have implemented real-time response strategies such as text-message surveys after emergency room visits, inpatient telemedicine with specialists and self-service automation improves accessibility and eases the administrative burden for clinicians.

“As an ally of both patients and providers, we have the opportunity to ease the communication burden between both entities and deploy technology that is both easy to use and impact,” said Curtis Sherbo, vice president athenahealth product manager.

In November, he said Healthcare IT News that healthcare leaders must use technology to enable the free flow of information.

“Technology needs to modernize the healthcare experience, similar to how technology has made retail and financial services more consumer-centric, to deliver a convenient experience,” he said. , easier and more immediate for the patient”.

ON PROFILE

“The year 2023 is the year our industry makes life easier for everyone in healthcare,” Boissy said in the report.

“It has to be – and we have to revolutionize our approach. Emotions are always running high no matter what industry you’re in, which amplifies when things aren’t easy, but people still put faith in us,” she said.