Hospitals rank low across industries for patient and employee satisfaction

The 2023 Healthcare Experience Trends Report aims to give healthcare leaders a global snapshot of insights and recommendations on what patients expect and what employees need .

why it matters

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

According to researchers, “They want respect, convenience and relationships.

Patients are 5% more confident in their provider than the global industry average of 79%, but 3% less satisfied (74%) and 2% less likely to recommend their provider ( 70%) Yes.

Compared to Qualtrics 2022 trend data, patients’ trust in their provider increased by 1% and they were 1% less likely to recommend their provider.

Researchers found from the latest data that patients, as well as employees, want to know that their voices can be heard and that their input drives change.

Patient payer experience was also flagged. The company also surveyed her more than 7,000 consumers in 28 countries about their health insurance experiences and compared data.

“61% of patients feel their providers need to do a better job of listening to their feedback, and 69% say the same about their health insurance companies,” the researchers said. says.

Payer satisfaction with the experience also increased by 2% from the 2022 trends study.

This report explores focused listening strategies for healthcare leaders driven by empathy, embracing data tools, and addressing “meaningful fixes for patients and employees that should have been fixed long ago.” is recommended to be formulated. forward.

Here are four key areas for organizations to focus on in the coming months to improve patient satisfaction:

• Close the feedback loop and make people feel heard.

• Digitize and humanize every experience to create stronger connections.

• Create a memorable patient experience that earns trust.

• Focus on other industries and forge your own path.

Employees are 1% less engaged than the industry-wide global average of 66%, and 3% less likely to stay on the job (61%). Employee engagement increased by 2% compared to 2022 trends

When weighing experience and expectations, HCP outcomes were 6% (33%) lower than the industry-wide average.

This report shows 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 an inclusive environment with a holistic listening strategy

To ease the burden on employees, organizations can act by “empowering local teams to improve every day, removing roadblocks and tackling tough problems at the executive level.”

To ensure patients and employees alike feel heard, valued, and appreciated, Boissy said healthcare providers are using intentional listening and advanced analytics across channels. can be used to gain trust by understanding emotions, intensity and intentions, and taking immediate action.

“The beauty of technology is how it enables a more complete understanding of human emotions across interactions, enhancing meaningful, seamless and more loving digital and in-person healthcare experiences.” ” she said in the release of the report.

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

the bigger trend

Patient satisfaction is driven by real-time feedback strategies such as text message surveys following emergency room visits, expert telemedicine for inpatients, and self-service automation to improve access and reduce administrative burden for clinicians. It is a top priority for many healthcare systems we have implemented.

Curtis Sherbo, vice president of product management at athenahealth, said:

In November, he told Healthcare IT News that it is the responsibility of healthcare leaders to use technology to enable the free flow of information.

“Technology must modernize the healthcare experience in the same way that technology has made the retail and financial services industries more consumer-centric, bringing convenience, ease and immediacy to the patient experience. he said.

on record

“2023 will be the year our industry makes life easier for everyone involved in healthcare,” Boissy said in the release of the report.

“It has to be. And we have to revolutionize our approach. No matter what industry you’re in, emotions run high and are amplified when things aren’t easy.” But people still put their trust in us,” she said.