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30 statistics about patient experience for Patient Experience Week

We’re celebrating Patient Experience Week with insight on how you can boost patient satisfaction and patient engagement at your practice.

patient experience week doctor waiting room

April brings more than spring showers. For those in the medical field, it brings the start of Patient Experience Week. Read on to learn the meaning behind Patient Experience Week and to view a PatientPop infographic with 30 statistics on what patients want from their healthcare providers.

What is Patient Experience Week?

Hosted by The Beryl Institute, Patient Experience Week is an annual celebration of anyone — from office staff to caregivers to nurses to doctors — involved in the patient experience. The week is designed to thank those who care for patients and encourage their dedication to patient satisfaction.

Check out: 5 ways doctors hurt patient satisfaction — and don’t know it

When is Patient Experience Week?

Patient Experience Week is held every year during the last week of April. This year, Patient Experience Week will be April 22-26, 2019.

How patient experience relates to healthcare practice success

In today’s medical landscape, patients have no shortage of options for their healthcare. Physicians don’t exclusively compete for new patients amongst themselves, but against retail clinics and mobile apps, too. Thus, positive patient experiences matter more than ever for patient retention.

Focusing on a positive patient experience can help your practice succeed by boosting your workplace satisfaction, increasing the quality of the care you provide, helping you retain your patients, and elevating your online reputation. Specific benefits include the following:

  • A positive patient experience can leave you feeling more fulfilled at work decreasing your risk of burnout.
  • Positive interaction with your patients can increase the efficacy of your treatments. A recent Stanford University study showed that a doctor’s words can influence symptom relief.
  • Focusing on patient retention is less costly than patient acquisition.
  • Satisfied patients help boost your online reputation and drive word-of-mouth marketing.

Improve the patient experience at your healthcare practice

The patient experience begins before a patient ever books an appointment and extends beyond the time they spend in your office. Improving the patient experience at your practice means improving patient touchpoints at every point in a patient’s health journey.

Use the following infographic to gain valuable insight into what patients want and to help you elevate the patient experience at your practice.

Patients today want more than just quality care. We hope our infographic provided insight you can use to help improve the patient experience at your practice. We at PatientPop celebrate everyone — from doctors to their staff — who are involved in the patient experience. Happy Patient Experience Week!

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Patient experience infographic data and sources

1. 78% of patients say they would use a secure online method to access their medical histories and share information with their doctor. Health Care Check-Up Survey, 2nd Edition, Intuit Health

2. 78.8% of patients say they have used a patient portal. Maximizing Patient Access and Scheduling, An MGMA Research & Analysis Report

3. 83.3% of patients who have used patient portals have used them to access test results. Maximizing Patient Access and Scheduling, An MGMA Research & Analysis Report

4. 59.3% of patients who have used patient portals have used them to view their personal health record. Maximizing Patient Access and Scheduling, An MGMA Research & Analysis Report

5. 59% of Gen Y patients say they would switch doctors for one with better online access. Health Care Check-Up Survey, 2nd Edition, Intuit Health

6. 81% of patients would schedule their own appointment via a secure web service. Health Care Check-Up Survey, 2nd Edition, Intuit Health

7. 68% of patients say they are more likely to choose medical providers that offer the ability to book, change, or cancel appointments online. Accenture 2019 Digital Health Consumer Survey, US Results

8. The number of patients who say they are more likely to choose medical providers that offer the ability to book, change, or cancel appointments onlin is up from 58% in 2016. Accenture 2019 Digital Health Consumer Survey, US Results

9. 70% of patients say they will choose medical providers who send emails or text messages when it’s time for preventive or follow-up care. Accenture 2019 Digital Health Consumer Survey, US Results

10. 57% of patients expect doctors to send automated text, voice, or email reminders urging them to schedule appointments or take medications. 10 Ways to Fulfill Patients’ Communication Wish List, West

11. 84% of people believe wait time is either “somewhat important” or “very important” to the overall experience at a doctor’s office. Wait Time Report, 9th Edition, Vitals

12. 43% of patients say wait time is the most frustrating part of visiting the doctor. Healthcare Consumer Insight & Digital Engagement Survey, 2nd Edition, Binary Fountain

13. 43.4% of patients rarely or never know the length of their appointment. Maximizing Patient Access and Scheduling, An MGMA Research & Analysis Report

14. More than half of patients (53.2%) say being aware of appointment length ahead of time would change their attitude about the appointment. Maximizing Patient Access and Scheduling, An MGMA Research & Analysis Report

15. 30% of patients have walked out of an appointment due to a long wait. Wait Time Report, 9th Edition, Vitals

16. 1 in 5 patients has changed doctors because of long wait times. Wait Time Report, 9th Edition, Vitals

17. 65% of patients say transparency about the cost of healthcare services is critically or very important to their overall satisfaction. Accenture 2019 Digital Health Consumer Survey, US Results

18. 77% of patients say that healthcare costs are unpredictable. Consumer survey, PNC Healthcare, conducted by Shapiro+Raj

19. Young patients, especially, want more insight into cost, with 41% of Millennials requesting estimates before undergoing treatment. Consumer survey, PNC Healthcare, conducted by Shapiro+Raj

20. 21% of Baby Boomers request estimates before undergoing treatment. Consumer survey, PNC Healthcare, conducted by Shapiro+Raj

  21. 18% of seniors request estimates before undergoing treatment. Consumer survey, PNC Healthcare, conducted by Shapiro+Raj

22. 41% of patients do not have confidence that the billed amount is correct. Health Care Check-Up Survey, 2nd Edition, Intuit Health

23. One in five patients is unsure whether to pay their doctor or the insurance company. Health Care Check-Up Survey, 2nd Edition, Intuit Health

24. 57% of patients have had at least one medical bill go to a collection agency. Health Care Check-Up Survey, 2nd Edition, Intuit Health

25. 80% of patients want their doctors to help them manage financial responsibilities by clearly communicating what insurance covers versus what they owe. 10 Ways to Fulfill Patients’ Communication Wish List, West

26. 45% of patients say their doctors do not help them manage financial responsibilities by clearly communicating what insurance covers versus what they owe, or they do a poor job. 10 Ways to Fulfill Patients’ Communication Wish List, West

27. 20% of patients feel they cannot easily reach their doctor’s office to ask questions, make appointments, or obtain lab results. Health Care Check-Up Survey, 2nd Edition, Intuit Health

28. 69% of patients say they are more likely to choose medical providers who communicate with their patients through a secure email. Accenture 2019 Digital Health Consumer Survey, US Results

29. 58% of Gen Z, Millennials, and Gen Xers say responsiveness to follow-up questions via email or phone outside of the appointment is critically or very important to their overall satisfaction. Accenture 2019 Digital Health Consumer Survey, US Results

30. 63% of those 55 and older say responsiveness to follow-up questions via email or phone outside of the appointment is critically or very important to their overall satisfaction. Accenture 2019 Digital Health Consumer Survey, US Results

PatientPop
PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to thrive in the consumerization of healthcare and promote their practice online, attract patients, and retain them for life.

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