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What’s missing from care experiences? 1.4 million patient comments weigh in

There’s a fundamental contradiction at the heart of today’s healthcare industry. If you judge by HCAHPS scores, patient satisfaction is hitting an all-time high. Yet some signs indicate that patient loyalty has never been lower. Patients praise their doctors, but change providers about as often as they change their mobile phone plans; a recent NRC Health Market Insights survey found that 80% of patients say a shorter drive would be enough to convince them to make a switch.

Executive Brief 2019: What’s Next in Healthcare Consumerism

Leaders already know that they can’t take their patients’ goodwill for granted. In fact, consumer confidence in the healthcare industry has been on the wane for some time. To win that confidence back, organizations would do well to target those specific aspects of their operations that leave patients feeling unsatisfied. Fortunately, NRC Health’s 2018 feedback data, based on natural language processing of over 1.4 million open-ended patient comments, points the way to some promising arenas for intervention.

Three predictions for the patient experience in 2019

2018 was another year that suggested that healthcare leaders can’t take the status quo for granted. Change is coming, and quickly. To help prepare for it, here are three predictions, drawn from some of the industry’s sharpest thinkers, of what may happen for the healthcare industry in 2019.