益普索：消费者对美国病患体验的看法_23页_450kb

The following is a summary of the Beryl Institute and Ipsos report, "The Beryl Institute – Ipsos PX Pulse November 2023," conducted to analyze consumer perceptions on patient experience in the U.S.:

United Nations—United States Patient Experience Study (Summary)

Key Highlights:

1. Patient Expectations & Experience:

• Patient satisfaction with the overall healthcare experience has remained stable but dipped slightly to 62%, the lowest level in the last two years.
• Patients rate healthcare quality lower than before, showing a concerning downward trend.
• Greater emphasis on relationships rather than transactional care. Patients value consistent healthcare providers (75%) and long-term relationships (55%), over immediate care availability.

2. Cost Remains Dominant Concern:

• Unaffordable insurance, high out-of-pocket costs, and hospital costs are the top issues patients report.
• Hospital care costs recently entered the top three issues, reflecting increased financial burden on consumers.

3. Patient Feedback Preferences & Action:

• Most patients (52%) want to provide feedback immediately, but only 35% felt that feedback led to changes.
• Key factors impacting feedback include fear of being heard ignored and concern about negative repercussions.
• Most patients (56%) have provided feedback, yet 57% feel it is not worthwhile because of lack of responsiveness by healthcare providers.

4. Trust & Key Drivers:

• Trust in healthcare is highest in provider settings like labs, primary care practitioners, specialists, and pharmacies. Trust is lower in local hospitals and emergency settings.
• Patients trust more when feeling respected, heard, and when institutions act in their best interest. Conversely, self-centered approaches from healthcare systems damage trust.

5. Why Patient Experience Matters:

• It’s tied to deeper human needs: health/wellbeing, respect, autonomy, and effective communication.
• Patients express a desire to talk about the quality of care, wait times, care outcomes, and their interactions with their providers.

6. Recommendations & Takeaways:

• Priority on Relationships: Providers must build enduring, respectful relationships to foster trust and improve experience.
• Honest Feedback Systems: Surveys and feedback systems must provide transparency and demonstrate responsiveness.
• Patient-Centered Care: Focus on addressing human needs (respect, dignity, autonomy) and avoid reductionist transactional care models.
• Equity & Access: Near-half see hospital care costs as top concern, hinting at broader financial barriers to essential services.

In Conclusion:
The study shows that while patient experience is still fundamentally tied to human aspects like respect, consistent care, and trust, implementation is lagging. Cost concerns, distrust in hospital systems, and feedback ineffectiveness are barriers that must be addressed to elevate healthcare experiences. Patients continue to desire improvement and meaningful engagement yet remain skeptical about results. Prioritizing relationships and feedback transparency is critical.