Customer Experience in Health Care

By CAHP –

August 13, 2012: A PricewaterhouseCoopers survey finds that cost-sharing, the potential for increased competition through new state-based health insurance exchanges, and new, innovative health care delivery models are the reasons behind increased focus on customer experience and customer service in health care.

Compared to other industries, the researchers found that health care experiences are shaped by patients being required to contribute more of their own money toward health care expenses, which increases demand for quality, cost containment, and price transparency. Demand for greater and timelier access – as well as information sharing – have also increased with the use of telemedicine, mobile health, social media, retail clinics, and electronic records.

Interestingly, a majority of respondents said price was the number one purchase driver for airlines/leisure activities (69%), retail purchases (55%), and health insurance carriers (50%) but not when it comes to selecting a health care provider (8%). Rather, 42% said personal experience was more important when choosing a health care provider. Consumers are more willing to switch insurance companies or health care providers, however, when there is the potential of a better or more ideal customer experience.

Source: John & Rusty Report via Choice Admin