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1、Research United States|20232023 Patient Consumer SurveyCost and location drive patient decisions,while service and comfort drive Consumer Survey/20232ContentsWhat type of care do consumers seek?05Telehealth 08How do consumers choose a provider?11Retail clinics 16Healthcare amenities 19What factors i
2、nfluence patient experience?21Patient Consumer Survey/202333 key themes for 2023123What type of care do consumers seek?Older generations seek preventative care more often than younger generations,who wait for an urgent or emergency need for care.Hospitals,physicians and other care providers can loca
3、te relevant facilities through a demographicsbased siteselection strategy or drive younger populations to preventative care through expanding valuebased care models.How do consumers choose a provider?Insurance coverage is the most important driver in a care choice,followed by location and reputation
4、.Through providing a broad coverage network and optimizing siteselection,providers can provide convenient care for patients,which was shown to improve overall experience and the likelihood to return to/recommend a provider.What factors influence patient experience?Quality of service affects patient
5、experience most,followed by comfort of facilities.Designing facilities for patient comfort and implementing a strong facilities management program can create more positive experiences and increase loyalty.More about this survey4,037Survey respondents 49%Male 51%Female The survey was conducted with a
6、 nationally representative group of U.S.residents from April 19 to 28,2023.The number of respondents totaled 4,037,of which 49%were male and 51%were female.Participants were asked about the types of healthcare they received in the last 12 months,then one type of care was identified for them to pick
7、the top five factors in their decision and rate 12 aspects of their experience on a scale of one to five.The overall experience was evaluated using a Net Promoter Score(NPS),which asks respondents to rank on a scale of 010“How likely is it that you would recommend this provider to a friend or collea
8、gue?”A score of 910 is considered a promoter,78 are passives,and 06 are detractors.The overall NPS score is the percent of promoters minus the percent of detractors.28%48%24%Urban communitySuburban communityRural community17%21%38%24%NortheastSouthMidwestWest15%28%3%25%29%OtherGen X(4358)Gen Z(1826)
9、Baby boomers(5977)Millennials(2742)Patient Consumer Survey/20234Types of careIn the last year,78%of respondents received one or more types of care in the last year,with primary and preventative care the most common category,followed by specialist care.This is similar to the results from last years s
10、urvey,where 75%of respondents had sought care in the last six months.Note:Total exceeds 100%since respondents were asked to select all types of care received over the last year.What types of healthcare are people seeking and how available is care?1Patient Consumer Survey/2023522%1%10%10%13%20%25%32%
11、52%0%20%40%60%80%100%Did not receive in-person medical careOtherOutpatient behavioral healthInpatient care or surgery(stayed overnight in hospital)Outpatient surgery(went home the same day)Emergency careUrgent care(non-emergency illness or injury)Specialist care(gynecology,dermatology,pain specialis
12、t,oncology,etc.)Primary or preventative care(including labs)78%Received in-person medical care in the last year(net)What types of inperson(nondental)medical care did you receive in the last year?n=4,03722%Did not receive inperson medical care in the last year 78%Received inperson medical care in las
13、t yearLikelihood of a primary care or specialist visit increased with age26%21%33%21%10%28%44%30%31%26%13%23%55%32%23%19%11%25%70%38%16%13%6%18%0%10%20%30%40%50%60%70%80%Primary orpreventativeSpecialistUrgent careEmergency careOutpatientbehavioral healthDid not receivein-person careGen Z(1826)Millen
14、nials(2742)Gen X(4358)Baby boomers(5977)Younger populations seek medical care on a more reactive basis,waiting for an urgent or emergency need rather than regular primary care services.Older generations are more likely to have a consistent relationship with a provider due to more frequent care needs
15、,and smaller locations with primary care providers can allow convenient access to primary care.To cater to these demographic preferences in types of care,providers could consider:Increasing urgent and standalone emergency care near younger populations to improve access and wait times and educate con
16、sumers on the difference between urgent and emergency care Making it easier to find or schedule sameday with a primary care provider Increasing transparency of costs for sick visits for urgent and primary care,as younger generations with less savings may postpone care due to concerns about cost Expa
17、nding focus on valuebased care by promoting the benefits of a relationship with a primary care provider for overall health,thus reducing healthcare costsWhat does this mean for providers?Increase convenience of urgent and primary careBaby boomers were more likely to seek medical care than other gene
18、rations.Over 70%of baby boomers received primary/preventative care.Millennials and Gen Z were more likely to report receiving urgent care,emergency care and outpatient behavioral health than other generations.The younger the generation,the less likely to use primary carea waituntilitbreaks model vs.
19、regular maintenance.A consistent relationship with a primary care provider has been shown to improve health outcomes,lower healthcare costs and reduce emergency room visits,but low provider supply compared with population growth contributed to reduced access to primary care,especially for an appoint
20、ment for an urgent need.1Patient Consumer Survey/2023680%of adults 65 and older have two or more chronic conditions,increasing their need for continuous care.2 Nearly1 https:/monwealthfund.org/publications/issuebriefs/2022/mar/primarycarehighincomecountrieshowunitedstatescompares2 https:/www.ncoa.or
21、g/article/getthefactsonhealthyagingPeople with lower incomes were more likely to report emergency care needs(22%for incomes under$50k vs.16%of people with income$100k+).Women were more likely to seek care overall(80%vs.75%)but men were more likely to receive emergency care(21%vs.18%).Wait timesWait
22、times between contacting a provider and an available appointment averaged less than two weeks for all types of scheduled care.Primary,specialist and outpatient behavioral health had the shortest wait times.Suburban and rural communities had longer wait times for outpatient behavioral health.Availabi
23、lity affects provider choice:twothirds of those receiving preventative care and 64%of those receiving specialist care placed wait time to appointment in their top five factors.Specialist care had the largest percentage of longer waits,with over 18%of respondents having to wait four weeks or more.Wai
24、t times once at the provider translated into overall experience scores.Overall,over 80%of patients with a scheduled care need(primary or preventative care,specialist care,or outpatient behavioral health)waited 30 min or less once at the provider.94%of promoters(NPS score of 9-10)evaluating scheduled
25、 care waited at the facility for 30 minutes or less.Emergency care and inpatient care had the longest waits,with 22%and 20%of respondents having to wait over an hour,respectively.Of those that were“Not at all likely to recommend,”29%waited more than one hour and 14%waited more than two hours(higher
26、than other NPS rankings).Staffing constraints and overuse of the emergency department are larger,systemic issues contributing to long waits for that type of care.What does this mean for providers?Evaluate wait times by locationTo address availability and patients tendency to seek an appointment in t
27、he near future and prefer a short wait time,evaluate average wait times per clinic and across the network to schedule an appointment and receive care once at the provider.A 2022 study from AMN/Meritt Hawkins found that average wait times for an appointment continue to increase,with wait times in the
28、 top 15 metro areas over 26 days.3 Respondents to the JLL survey reported shorter wait times,likely because our question focused on who they ultimately chose,and many likely chose a provider with better availability.Health providers can shorten wait times to an appointment and once at the provider b
29、y evaluating expanding hours at particular clinics or adding additional locations.https:/ waittimessurvey/Patient Consumer Survey/20237Most care was received in less than two weeks,with slightly longer waits for specialist care59%43%53%57%18%20%17%18%12%20%20%11%11%18%10%14%0%20%40%60%80%100%Primary
30、 or preventativeSpecialist careOutpatient surgeryInpatient behavioral healthWithin 1 week1 week to less than 2 weeks2 weeks to less than 4 weeks4 weeks or moreHow long did you have to wait to get an appointment for your last inperson healthcare visit?n=3,156Telehealth is one avenue to address wait t
31、imes and increase access for care,allowing providers to address concerns before or without an inperson visit.While the COVID19 Public Health Emergency,which expanded telehealth coverage for Medicare recipients,ended May 11,2023,most telehealth provisions were extended until the end of 2024.Telehealt
32、h remains steady in usage and acceptance.The percentage of respondents that ever had a telehealth visit remained steady from our 2022 survey,with 64%of respondents having a telehealth visit.The proportion of respondents using telehealth in the survey time frame dropped only slightly,with 45%in the l
33、ast six months in the 2022 survey and 42%in the last year in the 2023 survey.TelehealthPatient Consumer Survey/20238Followup from a prior appointment and behavioral health are two of the primary reasons for telehealth visits.Primary and preventative care,new as an option in this years survey,made up
34、 17%of visits.Many routine,nonemergency or sick concerns can be handled initially through a telehealth visit;however,almost 30%of the time,telehealth led to an inperson visit(whether the patient requested telehealth or not).Behavioral health increased in the percentage of telehealth visits from our
35、2022 survey.While telehealth for all healthcare services has tapered off since the start of the pandemic to 10%of all visits,telehealth still makes up more than 57%of psychiatry visits.42023202226%27%40%25%31%45%43%4%3%0%10%20%30%40%50%Initial consultationfor a medicalconcern orconditionPrimary orSe
36、enotepreventativemedical careBehavioralhealth/CounselingFollow-up from aprior medicalappointmentOther reasonPercent of respondents who had a telehealth visitType of visit for those that had a telehealth visit in the last yearHad a telehealth appointment in the last yearYesNo45%42%55%58%0%20%40%60%80
37、%100%202220234 https:/ or preventative care was a new option in 2023,so these would be included in other reason or initial consult in the 2022 survey.Patient Consumer Survey/20239In the LAST YEAR,have you had a telehealth visit for any of the following reasons?n=4,037Prefer telehealth0%20%40%60%80%1
38、00%71%29%2023YesNo76%24%2022The portion of survey participants that prefer telehealth declined 5%from 2022 to 2023.This could be due to decreasing satisfaction with telehealth service,in the 2023 survey or increased preference in the 2022 survey could be related to concerns about the COVID19 Omicron
39、 variant spreading around the time of survey collection.What does this mean for providers?Optimize telehealthProviders should focus on deploying telehealth when operationally effective and as most patients still prefer telehealth and it can likely reduce costs.Most concerns addressed with telehealth
40、 are able to be resolved,71%in our survey.Even if health concerns are addressed through telehealth,29%would not prefer telehealth in the future and dissatisfaction with telehealth rose 5%from 2022 to 2023.Providers must be judicious to direct visits to telehealth to balance practitioner utilization
41、with patient satisfaction.There is also a gap between patient satisfaction and physician satisfaction with telehealtha 2021 McKinsey survey found a substantial gap between patient and physician satisfaction with telehealth,and only 32%of physicians agreed that telehealth can improve patient experien
42、ce.5 However,telehealth can be a key tool in addressing patient access in remote areas or for those without adequate transportation for an inperson visit.Thoughtful implementation of telehealth will remain as an overall part of care strategy,and health systems can add rooms specifically for teleheal
43、th to best utilize space.5 https:/ participants in 2023 prefer telehealth(whether they chose or were directed to a telehealth visit)29%of the time,telehealth led to an inperson visitPatient Consumer Survey/202310Would you prefer a telehealth visit in the future,based on your experience?n=1,736Insura
44、nce is the go/nogo factor for choosing a healthcare provider and drives both healthcare usage and where people go for care.This is especially true for planned care.Of those who reported they did not have health insurance,67%did not receive inperson medical care in the last year.While revenue from th
45、is group is a lot lower,providing access to those with no insurance can improve social metrics,especially for nonprofit hospital systems.33%81%82%67%19%18%0%20%40%60%80%100%Do not have any health insurancePublic InsurancePrivate InsuranceInsuranceWhat type of insurance do you have?segmented by what
46、types of inperson(nondental)medical care did you receive in the last year?n=4,037“Accepts my insurance”was the most common factor in the top five for all care categories.Over 80%of people evaluating primary/preventative or specialist care placed“accepts my insurance”as one of the top five factors.Th
47、is percentage was slightly lower for urgent care,emergency care and outpatient behavioral health.How do consumers choose a provider?2Twothirds of respondents without health insurance did not receive inperson care in the last year.Patient Consumer Survey/202311How long was your travel time to the hea
48、lthcare facility?On par with last years survey:79%traveled under 30 minutes for care40%of respondents traveled less than 15 minutes to receive careabout Travel time by care type45%32%31%25%48%43%33%41%46%34%42%34%37%40%9%12%19%16%10%13%15%3%7%10%8%5%4%7%1%3%6%10%3%4%5%0%10%20%30%40%50%60%70%80%90%10
49、0%Primary or preventative careSpecialist careOutpatient surgeryInpatient care or surgeryUrgent careEmergency careOutpatient behavioral healthLess than 15 minutes1530 minutes3145 minutes46 minutes1 hourOver 1 hourLocation/ProximityConvenience continues to be key.Location/proximity ranked as the secon
50、dmostlikely factor in the top five for all types of care aside from outpatient behavioral health(for which it ranked third).This is consistent with prior surveysin the 2022 survey,70%of respondents found location convenience either very or extremely important.How long was your travel time to the hea
51、lthcare facility for your last inperson healthcare visit?n=3,156Patient Consumer Survey/202312Rural populations had to travel further for all types of care,but especially specialist care and emergency care,while suburban patients had the shortest travel time.Urban populations reported a slightly hig
52、her percentage with a travel time over 45 minutes in the 2023 survey,likely due to increasing traffic after the pandemic.Travel time for care by community type33%33%38%41%15%15%8%7%6%4%0%20%40%60%80%100%Less than 15 minutes1530 minutes3145 minutes46 minutes1 hourOver 1 hourRuralSuburbanUrban20222023
53、45%45%37%42%10%9%4%3%3%2%2022202336%36%44%47%13%12%5%3%3%1%20222023Patient Consumer Survey/20231377%of patients that went to an office building ranked it as convenient.85%of people that had an appointment in a standalone doctors or nurses office ranked the location as convenient,which indicates the
54、advantages of a dispersed location strategy compared to large,centralized,oncampus MOBs.When care is needed urgently,decision factors are simplified,and location/proximity ranked even more highly than most other types of care.For urgent care and emergency care,insurance,location/proximity,wait time
55、and past experience were most important.Reputation,physical accessibility and hospital network were all not as important for these care types.The shift in sites of care means patient volumes are increasing for outpatient services and decreasing for inpatient,prioritizing convenience.A strong locatio
56、n strategy can improve reach for health systems and physician practices and potentially improve care outcomes.But there is a balance between convenience and costhealth systems need to balance the benefits of being close to their target population with the cost of a new facility or doctors time in tr
57、ansit from a local clinic to the hospital.Patients will visit a specialist or outpatient surgery center at a lower frequency than primary care,so because there are fewer locations,they will not be convenient to all(negatively affecting experience for some).Convenience is also key both in location an
58、d in being able to navigate to care.Patients want to get to care quickly and get on with their day.Ease of parking and ability to navigate the facility also affected the NPS score.Those with a positive NPS score ranked the facility higher on“easy to find parking”and“easy to navigate.”While sometimes
59、 the parking situation cannot be improved,especially in a landlocked urban setting,improved wayfinding or use of ridesharing partnerships can improve patient experience.What does this mean for providers?Balance convenience and costPatient Consumer Survey/20231486%85%91%61%61%66%For those that were p
60、romoters(910 NPS)vs.Of those that were detractors(06 on NPS score)Said it was a convenient locationSaid it was easy to get where they needed to goSaid it was easy to find parkingConvenience and location affected the overall care experience,which was evaluated using a Net Promoter Score(NPS).Visited
61、additional location on tripTop additional locations visited by care type68%66%66%57%56%53%52%32%34%34%43%44%47%48%0%20%40%60%80%100%OutpatientbehavioralhealthEmergencycareUrgent careInpatientcare surgeryOutpatientsurgerySpecialistcarePrimary orpreventativecareVisited anadditional locationDid not vis
62、itan additional location14%19%22%18%12%14%25%25%24%19%20%24%25%32%28%24%36%35%48%44%44%0%20%40%60%Primary or preventative careSpecialist careOutpatient surgeryInpatient care or surgeryUrgent careEmergency careOutpatient behavioral healthPharmacyGrocery storeRestaurantOn the same trip as your last in
63、person healthcare visit,did you visit any of the following?n=3,15658%of respondents went to an additional location as part of the trip.Making locations convenient by placing it in proximity to other errands or in small offices in neighborhoods can also improve patient experience.Patient Consumer Sur
64、vey/202315Would you or have you ever visited a retail clinic?Thinking about a routine care or nonemergency health concern,would you or have you ever visited a retail clinic instead of a traditional healthcare providers office?n=4,037Retail clinics At the intersection of location,convenience and care
65、 are retail clinics.The top additional location visited on a healthcare trip was a pharmacy,visited by 32%of respondents.Many times,clinics are located in a pharmacy,but they could also be in a shopping center.Clinics aim to give quick,convenient nonemergency care.34%29%8%29%I would not visit a reta
66、il clinic for routine care or a nonemergency health concernI have visited a retail clinic but would not do so againI have visited a retail clinic for routine care or a nonemergency health concern and would do so againI have not visited a retail clinic but would consider doing so72%of participants sa
67、id they would consider visiting a retail clinic in the future63%of participants had not visited a retail clinicPatient Consumer Survey/202316Appointment timing and quick wait times are key drivers for retail clinics34%47%42%34%32%4%0%10%20%30%40%50%Appointmenteasier toscheduleAppointmentavailablesoo
68、nerShorter waittimeLocation easierto access fordrive/transitLocationconvenient toother errandsOtherThinking about a routine care or nonemergency need,why did you or might you choose to go to a retail clinic over a providers office in the future?Please select as many as apply.n=2,939Retail clinics ca
69、n provide convenient access to care,especially for younger populations that are not tied to a provider or healthcare system.Adequate staffing and space in these facilities is key to their usefulness,as patients cited quick timing to be seen as their top two factors in making that choice over going t
70、o a providers office.Slower service at such providers can negatively affect experience and thus the potential to use the health system again.What does this mean for providers?Explore retail care settingsGen Z and Millennials are more likely to have visited a retail clinic49%44%35%28%51%56%65%72%0%10
71、%20%30%40%50%60%70%80%90%100%Gen Z(1826)Millennials(2742)Gen X(4358)Baby Boomers(5977)Have visitedHave not visitedPatient Consumer Survey/202317Reputation and experience factors43%22%44%46%46%53%51%39%39%20%41%25%46%35%0%10%20%30%40%50%60%Reputation of quality(including facility rankings)Referral fr
72、om other provideror physicianPrimary or preventative careSpecialist careOutpatient surgeryInpatient care or surgeryUrgent careEmergency careOutpatient behavioral healthHospital systems mattered more to older generations45%of baby boomers put“connected to a hospital network”in the top five for primar
73、y or specialist care versus 16%of Gen Z.Because of their lack of experience with a healthcare system,this is not a decisionmaking factor;younger generations have yet to develop a brand loyalty.Rather,younger generations put more stock in word of mouth or recommendation from family and friends.Focus
74、on your reputation,providing a quality experience and building referral networks with other physicians.While the loudest voices may be heard on online reviews,this is not where patients are typically looking for advice on a medical provider.Having a good program in place to collect patient and emplo
75、yee feedback can make sure providers are in touch with their reputation in the marketplace.What does this mean for providers?Protect your reputationWhat were the most important factors in choosing this provider?Please rank your top five factors.n=3,156Patient Consumer Survey/202318Consumers seek out
76、 experts to recommend care.After insurance and location/proximity,physician quality and reputation ranked highly as factors for a healthcare decision.Reputation and experienceReputation of quality was ranked in the top five by over 40%of participants in all categories.Recommendations from friends ra
77、nked most highly for behavioral health,given the personal nature of such care,and was ranked in the top five by 31%of respondents.Referrals play a larger role in specialist,outpatient surgery and inpatient care,with 46%,53%,and 51%of respondents placing it in the top five.Healthcare amenitiesWhile n
78、ot a highly ranked decisionmaking factor,amenities such as health and wellness facilities,real estate mixed with retail or colocation with alternative medicine providers like chiropractors or acupuncturists could draw someone in to their first experience with a healthcare facility or system,making t
79、hem more likely to choose it when it comes time for care.Past experience was a major factor in the choice of a provider,with over 40%of participants ranking it in the top five for all care types and over 50%for primary or preventative care and urgent care.25%21%19%17%16%12%1%0%5%10%15%20%25%30%Alter
80、nativemedicineRestaurantFitnessfacilityMed-spaRetailChildcareOther63%of respondents said they would be interested in visiting a healthcare facility for an additional amenity.What amenities would you be most interested in visiting at a healthcare facility?Please select as many as apply.n=4,037Patient
81、 Consumer Survey/202319Note:Totals equal more than 100 because respondents were asked to choose all that apply.What amenities would you be most interested in visiting at a healthcare facility?Please select as many as apply.n=4,037Colocation of traditional medical office space with primary care or sp
82、ecialists could allow health systems to utilize their current real estate portfolio more fully and,if done well,provide consumers a first,positive experience with that health system,making them more likely to choose the provider when it comes time for care.What does this mean for providers?Percent o
83、f generation Gen Z(1826)Millennials(2742)Gen X (4358)Baby boomers(5977)Fitness facility27%26%16%13%Medspa23%24%17%8%Childcare26%23%7%1%Retail19%20%15%11%Restaurant28%26%21%14%Alternative medicine25%31%25%22%Younger generations were more likely to respond that they would be interested in visiting add
84、itional amenities at a healthcare facility.80%of Gen Z and 77%of millennials said they would be interested in visiting additional amenities at a healthcare facility,compared with 62%of Gen X and only 44%of baby boomers.Younger generations are also less likely to have a primary care provider,instead
85、favoring urgent care or the emergency department.Patient Consumer Survey/202320By providing a wholistic experience of quality care,a facility can improve its reputation of quality,and one quality experience can lead a consumer to return.Using the NPS ranking,survey participants rated their overall c
86、are experience.Those who scored their experiences as a 910 are considered promoters,those who scored it as a 06 are detractors,and the percent of detractors is subtracted by percent of promoters to achieve the final NPS score.Emergency care ranked by far the lowest and has wellknown issues with over
87、crowding and excess demand from those who are uninsured.As Millennials and Gen X age and their care needs increase,the quality of providers becomes more important as they develop relationships for preventative and specialist care needs.By examining preferences of these generations,providers can incr
88、ease loyalty.43Primary care had the highest overall NPS ranking atHow likely is it that you would recommend this provider for.to a friend or colleague?n=3,156How do consumers feel about their experience of seeking care?3Need Improvement(-1000)Not BadGreatExcellent-100-80-60-40-20020406080100(030)(30
89、70)(70100)Specialist care 42Emergency care3Inpatient care or surgery 21Primary care 43Urgent care 21Outpatient behavioral health 24Outpatient surgery 37Patient Consumer Survey/202321Attentive service showed the biggest differential between promoters and detractors by NPS score.Emergency care,which h
90、ad the lowest NPS score,had the highest scores on inattentive service and some of the longest wait times,with 20%of patients reporting they had to wait over an hour for care.Primary care,which had the highest NPS,also had the highest percentage of participants(86%)rank the service as attentive.Adequ
91、ate staffing and the quality of physicians and other practitioners had a larger impact on the patient experience than the facilities.Participants ranked their experience on 12 aspects of care and looking at those with the largest gaps between promoters(NPS scores of 910)and detractors(NPS scores fro
92、m 06)identifies which aspects had the greatest impact on ratings.The quality of facilities was in the top five of decisionmaking factors for inpatient care,urgent care,and emergency care,and these facilities had some of the lowestranking patient experience of these facilities.Patients likely know th
93、e quality of these hospital facilities varies widely and,with the acuity of care required at these locations,rate it more highly in their decisionmaking.A visit to the emergency department or urgent care may be a young persons first interaction with a hospital system,and a poor experience could caus
94、e them to choose a different provider for a subsequent visit.ServiceQuality of facilitiesTop three gaps between detractors and promotersBelow are pairs of statements about the care experience for your last inperson healthcare visit.Please rate your experience for each of the following.n=3,156012345C
95、omfortable Waiting SpaceComfortable Exam RoomAttentive ServiceInattentive ServiceUncomfortable Exam RoomUncomfortable Waiting SpacePatient Consumer Survey/202322Participants had the most favorable impressions of primary and specialist care facilitiesPercent of participants with a negative experience
96、Percent of participants with a positive experienceRundown/WellmaintainedUncomfortable/Comfortableexam roomUncomfortable/Comfortablewaiting room85%74%82%74%61%71%75%87%79%87%78%68%72%76%88%80%90%81%73%77%80%-4%-10%-7%-12%-17%-12%-12%-4%-9%-4%-9%-14%-12%-12%-5%-10%-5%-8%-13%-10%-11%-30%-10%10%30%50%70
97、%90%Primary or preventative careOutpatient surgerySpecialist careUrgent careEmergency careInpatient care or surgeryOutpatient behavioral healthComfortable waiting spaces had the secondlargest gap between those who would recommend the provider and those who would not,followed closely by comfortable e
98、xam spaces.While some aspects of comfort are subjective,making sure there are adequate seats to wait,and looking after patient comfort in terms of sound,privacy,and heating and cooling can improve the experience.Maintenance and cleanliness play a large role in comfort as well and also had a large di
99、fferential between those that would recommend a provider and those that would not.Below are pairs of statements about the care experience for your last inperson healthcare visit.Please rate your experience for each of the following.n=3,156Patient Consumer Survey/202323Urban locations have lower favo
100、rability ratings on facilities,signaling room for improvementAge of facilities does not have a significant impact on patient experience.40%of participants who ranked the facility as either neutral or old on the new/old question still ranked it in the top two NPS scores.This sentiment is consistent w
101、ith our 2022 survey,in which we found that 83%would prefer to be closer to care,even if the facility is old.Through quality maintenance and attention to details of patient comfort,a healthcare provider can overcome an old facility.Urban locations tended to have more challenges with quality of facili
102、ties.Challenges with lessmaintained infrastructure,difficulty parking and wayfinding,and larger facilities likely factor into this.Percent of participantsRun down/Well maintainedDirty/CleanHard to get where I need to go/Easy to get where I need to goHard to find parking/Easy to find parking81%79%70%
103、83%84%78%89%87%79%86%85%77%-9%-8%-14%-6%-7%-9%-4%-5%-9%-7%-7%-11%-30%-10%10%30%50%70%90%RuralSuburbanUrbanBelow are pairs of statements about the care experience for your last inperson healthcare visit.Please rate your experience for each of the following.n=3,156Patient Consumer Survey/202324Investi
104、ng in employees first and foremost has the largest impact on patient care.Service made the most difference in a positive or negative experience,and primary care overall had the highest NPS score and was rated most highly for service,likely due to the relationship between provider and patient.Investi
105、ng in facilities management and improvements do make a difference to a patients care experience.When collecting patient feedback,use a net promoter score to gain quick insight into their care experience and make sure this is tied back to a physical location,not just a providers name.By visualizing c
106、are feedback by location on a map,connected with property information,a health network or physician group can identify outliers and examine if patient experience with the facility or provider is likely to be driving the overall score.Making a facility comfortable,clean,safe,wellmaintained and easy t
107、o navigate has a measurable impact on all types of care and makes it more likely the patient will return and recommend the provider.What does this mean for providers?People first,then comfortPatient Consumer Survey/202325 2023 Jones Lang LaSalle IP,Inc.All rights reserved.All information contained h
108、erein is from sources deemed reliable;however,no representation or warranty is made to the accuracy JLLFor over 200 years,JLL(NYSE:JLL),a leading global commercial real estate and investment management company,has helped clients buy,build,occupy,manage and invest in a variety of commercial,industria
109、l,hotel,residential and retail properties.A Fortune 500 company with annual revenue of$20.9 billion and operations in over 80 countries around the world,our more than 103,000 employees bring the power of a global platform combined with local expertise.Driven by our purpose to shape the future of rea
110、l estate for a better world,we help our clients,people and communities SEE A BRIGHTER WAYSM.JLL is the brand name,and a registered trademark,of Jones Lang LaSalle Incorporated.For further information,visit JLL Research JLLs research team delivers intelligence,analysis and insight through marketleadi
111、ng reports and services that illuminate todays commercial real estate dynamics and identify tomorrows challenges and opportunities.Our more than 500 global research professionals track and analyze economic and property trends and forecast future conditions in over 60 countries,producing unrivalled l
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