Consumer Perspectives on Patient Experience in the U.S.
The Beryl Institute and Ipsos released its findings from the third PX Pulse, a quarterly tracking survey and a first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States. The survey reveals a 26-percentage point drop in the number of Americans reporting a visit to their primary care provider compared to the end of 2019. It also shows significant decreases in the number of Americans visiting a specialist (-18%) or undergoing medical testing (-21%) compared to pre-pandemic levels. While consumers continue to engage in less healthcare activities this quarter compared to last quarter, they remain positive about the overall quality of care they receive in the U.S.
A few key findings from the survey include:
- Consumer engagement in healthcare continues to decline. Consumers continue to report fewer visits to primary care providers (-17%), hospitals (-3%), labs (-7%), and specialist providers (-5%) compared to last quarter.
- For consumers, meaningful participation in care is reflected primarily in “having open access to my medical records” (66%) and “Partnering with my healthcare provider on decisions” (55%).
- Over half of the consumers reported feeling “extremely comfortable” or “very comfortable” visiting their primary care provider or specialist provider during the pandemic, while over half were either somewhat or not comfortable at all with visiting hospitals or urgent care facilities.
- The COVID-19 crisis has most negatively impacted consumers' perspectives on federal agencies.
- A majority of consumers (62%) indicated that their doctor provides access to an online portal or app that they can use to access their health information, while in all potential uses, a majority of consumers report they are only “sometimes” and mostly “never” used.
- White consumers are most likely to believe that White people receive care “as expected” (78%). Conversely, 45% of Black consumers believe Black people receive “worse” or “much worse” care than it should be.
- Over one-third of Black consumers (35%) report personally experiencing discrimination in their healthcare encounters either “sometimes” or “often”.
- Despite the lower engagement in healthcare activities reported since the start of the year, a majority of consumers remain positive about overall healthcare quality (58%) and their own care experiences (74%).
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