Fixing The Experience

Consumer experience with the health care system remains poor. 73% of consumers believe the health care system isn't meeting their needs, 66% complain about rushed care, 49% express frustration with clinical professionals’ lack of understanding or listening, and 54% express a desire for provider organizations to assist them in navigating the system (see Dedicate Your Organization To Improving Consumer Experience). And we know that even the lowest expectations aren't being met. 46% of consumers cite service delivery problems as a key issue, 45% cite communication problems, and 39% cite negative employee interactions as the major issue (see The . . .