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Elevating the patient experience to fuel growth

November 30, 2020

RESEARCH REPORT

In brief

Patient experience matters

Patients are up for grabs

1 in 4

Patients believe their system handled COVID-19 poorly and never plan to return or will wait at least a year.

64%

Of patients are likely to switch providers if they do not meet expectations handling COVID-19.

Stemming the switch

74%

Of patients are now likely to use online chat or texting to provide check-in information before their appointment.

58%

Of healthcare consumers are likely to use telehealth or virtual visits for future healthcare needs.

Financial recovery and growth are on the line

Poor customer experiences are costly

Four actions to elevate the patient experience

Exceed patient expectations

Jean-Pierre Stephan

Managing Director – Health, Engagement Practice Lead

Jean-Pierre is passionate about dramatically improving the way individuals experience health and healthcare.

Marie-Louise Saratsiotis

MANAGING DIRECTOR – CONSULTING, HEALTH & PUBLIC SERVICE, CUSTOMER ENGAGEMENT

Marie-Louise leads large-scale, complex transformations of revenue cycle operations for providers.


Loren McCaghy

DIRECTOR – CONSULTING, HEALTH, CONSUMER ENGAGEMENT AND PRODUCT INSIGHT

Loren focuses on assisting healthcare organizations execute their strategic product and consumer initiatives.

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