What Do Consumers Want?

Sixty percent of consumers reported having a negative health care experience in the past three months. That summary of the new study, Consumer Perspectives on Patient Experience In The U.S, caught my attention. “Positive” health care experiences declined from 73% in March 2020 (pre-pandemic) to 64% now. With all the new health care organizations and online rating systems, with more focus of CMS and HEDIS on consumer satisfaction, and with all the investment in health care technology, why does consumer experience in health care remain so poor?

I think the answer to that question starts with a basic . . .