Prophet and GE Healthcare Camden Group have integrated their expertise in patient experience strategy and operational and change management to create a 360-degree patient experience offering. Together, we're helping healthcare providers holistically understand the consumer healthcare experience and expectations, quantify the gap between patients' perceptions and their own, and successfully implement a data-driven and cost-effective strategy across their organization.
This survey was conducted online, with consumers and providers. Of the 3,000 respondents, consumers were between the ages of 18 and 65 and were a representative sample of the general population, and indicated that they are a healthcare decision maker or influencer in their household. The 300 responding providers needed to be a senior executive (Vice President or higher) at institutions that employed at least 20 physicians. Respondents were not compensated for their participation.
While many organizations view themselves as specific sectors within healthcare (providers, payers, pharmaceuticals, etc.), consumers see it as all one system, and expect the coordination between sectors to be in place. As this study finds, the breakdown in the coordination, particularly around payment, is highly frustrating. And when these tensions emerge, they blame everyone involved. It’s important for healthcare organizations to recognize that their reputation extends beyond their particular sector.
We ran a similar set of questions with both patients and providers to understand their priorities and the alignment and misalignment between them. We also didn’t predefine a consumer's healthcare world to just a visit with a provider, but their holistic healthcare experience.
For most, it’s not having a holistically-defined patient experience strategy. Most organizations are still defining it too narrowly around just a specific care environment or within the walls of the hospital. Those that do have a well-defined patient experience strategy still struggle from an operationalization perspective as rarely is someone responsible (and accountable) for the entire patient experience.
Prophet routinely saw healthcare patients frustrated with the current system and providers struggling to meet the needs of savvy consumers. GE Healthcare often worked with providers struggling to balance their competing priorities of cost efficiency, care delivery transformation, and patient experience. We wanted to better understand and quantify this divide. More importantly, we’re looking to help providers better address healthcare consumers’ most pressing needs.