Millennials and the Healthcare Consumer Revolution

Millennials are poised shake up the healthcare industry. See what they want and how they want their healthcare delivered:

Millennials and the
healthcare consumer revolution

How ‘Generation Meh’ is shaping America’s $3 trillion industry

Millennials, individuals born between 1982 and 2000, now number 81.3 million in the United States, according to U.S. Census Bureau data. What’s more, millennials now are the largest generation in the U.S. labor force, according to Pew Research Center data.

Like it or not, millennials hold tremendous influence, and companies — including healthcare organizations — have taken notice. But just how are millennials changing healthcare? More than anything, they’re demanding a shift toward consumer-oriented service.

How likely are you to use a walk-in clinic?

Milennials
30%
Baby boomers
14%

How likely are you to consider telemedicine?

Milennials
40%
Baby boomers
19%
social graph

Survey: Millennials more likely to use online healthcare cost-tracking tools `

28-percent

Milennials

17-percent

Generation Xers

10-percent

Baby boomers

Graph

Embracing healthcare consumerism

To attract millennials, healthcare organizations must see patients as retail consumers. Embracing healthcare consumerism starts by incorporating patient preferences into every part of the organization — from billing to technology, to facilities and administration, and human resources to clinical decision-making. It can be overwhelming. A good place to start? Empowering frontline associates with these five tactics when caring for patients and their family members

  • Listen
  • Offer a blameless apology
  • Offer to help
  • Follow through
  • Keep it professional
Q-Review

With hospitals today operating on the narrowest of margins, losing even one patient over poor customer service is too many. 

Complicating matters, most healthcare organizations still use traditional surveys to track and monitor patient satisfaction metrics, putting them at a huge disadvantage in terms of identifying service recovery opportunities.

We make it easy for patients to provide real-time feedback — and even easier for healthcare leaders to improve service based on this feedback. Utilizing real-time feedback, our service recovery and daily performance improvement tools help shift the focus onto the patient and promote a culture of service excellence.

What we do

Q-Reviews

Q-Reviews is our Real-time Patient Feedback and Service Recovery platform for the outpatient setting.

Q-Rounding

Q-Rounding is our Patient Experience Rounding tool for the inpatient setting.

Q-Reminders

Q-Reminders is our Appointment Reminder tool for the outpatient setting.

Interested in learning more? Let’s talk.

Based in New York City, Quality Reviews, Inc. was founded by leading healthcare providers and entrepreneurs with a combined 30-plus years of clinical, healthcare administrative and technology building experience. Quality Reviews, Inc. builds proprietary software to help healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery.

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ANCC® Magnet Certification and Re-certification

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Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.

    • Patient engagement / patient-centered care
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    • Pain
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