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By the Numbers: Evidence Mounting of Increase Importance of Patient Experience, Healthcare Consumerism

Gienna Shaw, for HealthLeaders Media, July 22, 2009

Finally (just in case you aren't yet convinced), a 2009 survey of healthcare consumers found still more evidence of a rise in consumerism. In that survey, respondents said they want more information to help them make decisions about where to go for care.

"Consumers want better performance from their healthcare system," writes Paul Keckley, executive director of the Deloitte Center for Health Solutions in Washington, DC, which conducted the survey. "They think it is wasteful, inefficient, complex, and expensive. They are frustrated with the tools useful to them in making decisions about their health are not readily available … They want better value for the dollars they spend and believe fundamental changes are necessary to achieve those goals."

It's pretty hard to ignore those kinds of numbers. True, not everyone is looking up quality and price data online or demanding a better experience when they visit the hospital. But if you're still feeling skeptical about patient experience, indifferent about consumer-driven healthcare, and neutral about transparency, it might be time to catch up with the rest of the healthcare industry—and get in step with patients themselves.


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