Community Insights

PARTNER
335-bed health system striving to be a total care enterprise

RESEARCH OBJECTIVE
Gauge consumer awareness and previous experience with concierge medicine and discover consumer views that differentiate concierge medicine from traditional primary care.

KEY FINDINGS FROM CUSTOMER PANEL

• Awareness and utilization of concierge medicine are low.
• 64% are very or somewhat likely to seek more information, with the highest interest in in-person visits with primary care or specialty care doctors (58%).
• The ability to get same-day primary care provider appointments (55%) was the service consumers were most interested in, with most willing to pay $1,000 or less (46%) out of pocket.

PARTNER
Midwest health system covering 9 regions

RESEARCH OBJECTIVE
Understand consumer processes in seeking care providers considering a new PCP, urgent care, and specialty care.

KEY FINDINGS FROM CUSTOMER PANEL

• When searching for a new primary care provider, 28% said they first searched to confirm insurance acceptance.
• When searching for an urgent care location, 53% said they first searched to find an open location.
• When searching for specialty care, 32% said they first searched for information regarding the specific type of care.

PARTNER
A region’s largest health system with four hospitals and more than 60 outpatient locations

RESEARCH OBJECTIVE
Discover consumer preferences for extended hours and virtual/tele-visits for medical practices and outpatient services, including preferred days and times.

KEY FINDINGS FROM CUSTOMER PANEL

• Most prefer morning appointment availability from 7 a.m. to noon. Those under age 55 prefer appointments outside school hours, 7 to 9 a.m., 3 to 7 p.m. and weekends.
• There’s a frustration with lack of appointment availability and phone system to schedule visits. Several noted the scheduling system, lack of appointments and/or appointment hours is a barrier to care, and they’ve either not received care they need or are considering switching providers.
• Most consumers are interested in in-person appointments both during and outside of normal business hours with younger being more open to virtual visits.

PARTNER
A network of private, non-profit hospitals with more than 1,400 beds providing health care services in the Northeast

RESEARCH OBJECTIVE
Learn what information is most important to cancer patients and determine patient satisfaction with content provided.

KEY FINDINGS FROM CUSTOMER PANEL

• 88% are satisfied with information on scheduling appointments, 87% are satisfied with information on their health issue and how to best contact their provider.
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  Most patients (61%) want information on new breakthroughs or treatments.
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  Most patients (64%) prefer to get information in an after-visit summary, an email newsletter (54%) or health system website (54%) and 44% are interested in an online health library to learn about cancer and care providers.
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  Most patients (59%) prefer information about treating the whole person, not just the cancer (59%) and 58% prefer health and wellness tips for people with cancer.

PARTNER
A southern academic health center with over 60K emergency department visits

RESEARCH OBJECTIVE
Learn if patients and family members find value in a text messaging service for updates, and identify opportunities to improve.

KEY FINDINGS FROM CUSTOMER PANEL

• 78% lacked awareness of the service up rated text updates as very helpful.
• Consumers wanted additional features, including info on wait times and what to do if they had questions.

PARTNER
Four acute care hospitals on the eastern seaboard

RESEARCH OBJECTIVE
To engage an NRC Health consumer panel to inform decisions on what to streamline in a hospital admissions packet (over 30 pages).

KEY FINDINGS FROM CUSTOMER PANEL

• Insights were valuable in demonstrating that the hospital went one way, but patients went another. Armed with the data to show “why,” the hospitals cut from the lengthy list of content to focus on the information the patients wanted.
• Patients wanted information about costs and the billing process, which was not included. The hospitals will now include information on costs and billing within the admissions packet, including the “No Surprises Act.”

PARTNER
Pediatric health care system serving multiple counties

RESEARCH OBJECTIVE
Gauge the community’s needs for a mobile clinic and determine motivating factors around usage and optimizing the clinic for family use.

KEY FINDINGS FROM CUSTOMER PANEL

• 60% of respondents are very or somewhat likely to utilize the mobile clinic.
• The top areas for additional education, support, and care include mental and physical wellness.
• 52% said weekend programs and after-school hours (46%) would improve participation.

PARTNER
A Midwest health system with 7 hospitals and over 30 clinics

RESEARCH OBJECTIVE
Gain a better understanding of how consumers engage with podcasts to decide whether to pursue a health system podcast.

KEY FINDINGS FROM CUSTOMER PANEL

• 55% said they were likely to listen to a podcast produced by the health system based on the podcast being educational, focused on local healthcare, and relevant to personal health issues.
• They are most interested in content pertaining to general health/wellness tips (71%), nutrition/diet tips (70%), the latest advancements in healthcare (69%) and preventative health care information (66%).
• Tailor communication and access by age group.