Patients As Consumers: Is Healthcare Ready?

Consumerization in healthcare is here. Patients now view patient experience as the single most important differentiator when deciding where to go for their healthcare.

The consumerization of healthcare

Patients are paying more —
and putting up with less

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With a rapidly aging U.S. population, it’s not unreasonable to think all medical waiting rooms today would be packed with patients. But not so.

Despite a greater overall need for healthcare services across the country, many practices, hospitals and health systems still are experiencing a decline in overall patient volume. The reasons? Well, it depends. But it may have less to do with outcomes and other clinical factors, and more to do with a new reality taking hold in the industry: Out-of-pocket expenses are soaring for many patients — and they’re expecting more out of the experience. In short, patients are acting more like customers. 

The percentage of high out-ofpocket spenders has increased over time

(Percent of enrollees OOP spending above $1,000 inflation-adjusted to 2015 dollars), 2005-2015

—–% above $1,000 OOP spending

graph

Out-of-pocket hikes affect both employer-based and individual plans

Group

1 in4

Patients covered by large employer plans who spend more than $1,000 annually out-of-pocket

Person Group

1 in10

Patients covered by large employer plans who spend more than $2,000 annually out-of-pocket

$7,350

Maximum 2018 out-of-pocket costs for an individual plan sold on the Affordable Care Act exchanges

$14,700

Maximum 2018 out-of-pocket costs for a family plan sold on the Affordable Care Act exchanges

CEO Survey: Top 10 challenges hospitals face

Keeping patients happy sits near the top of the list

Financial challenges

Governmental mandates

Personnel shortages

Patient safety and quality

Patient satisfaction

Physicianhospital relations

Access to care

Technology

Population health management

Reorganization (e.g., mergers, acquisitions, restructuring, partnerships)

Patient survey: Top 10 issues affecting satisfaction

Clinical factors only tell
part of the story

Nurse empathy

Keeping patient informed

Doctor empathy

Outcome of procedure/care

Cleanliness of room

Room appearance

Quiet environment

Administrative simplicity

Single point of contact

Facilities

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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

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Q-Reviews

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

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Q-Rounding

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

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Q-Engagement

Q-Engagement is our Real-Time Employee and Provider Engagement and Feedback tool.

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
    • Care coordination
    • Safety
    • Service recovery (may be ambulatory)
    • Courtesy and respect
    • Responsiveness
    • Patient education
    • Pain
    • Careful Listening