2017 State of Consumerism in Healthcare_final (1)
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<strong>2017</strong> STATE OF CONSUMERISM IN HEALTHCARE<br />
Figure 8. Organizational Progress on Patient Experience Issues<br />
Inability to provide real-time feedback<br />
3%<br />
16%<br />
21%<br />
60%<br />
Lack <strong>of</strong> facility wayf<strong>in</strong>d<strong>in</strong>g<br />
6%<br />
12%<br />
35%<br />
47%<br />
Poor behavior <strong>of</strong> consumer-fac<strong>in</strong>g staff<br />
3%<br />
11%<br />
30%<br />
56%<br />
Confus<strong>in</strong>g bill<strong>in</strong>g statements<br />
2%<br />
14%<br />
17%<br />
67%<br />
Long wait times for appo<strong>in</strong>tments<br />
3%<br />
5%<br />
24%<br />
68%<br />
Consumers Have Praised Solution We've Addressed It We're Work<strong>in</strong>g On It Haven't Started Work<strong>in</strong>g On It<br />
Source: Kaufman Hall <strong>2017</strong> <strong>Healthcare</strong> <strong>Consumerism</strong> Survey<br />
<strong>2017</strong> <strong>State</strong> <strong>of</strong> <strong>Consumerism</strong> <strong>in</strong> <strong>Healthcare</strong><br />
Slow Progress <strong>in</strong> Fast Times<br />
9<br />
© Copyright <strong>2017</strong> by<br />
Kaufman, Hall & Associates, LLC
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