New Research from NRC Health and MetroHealth: Patients willing to switch providers for ease
The latest white paper from NRC Health, produced in partnership with The
MetroHealth System of Cleveland, finds that excellent care is not enough to earn patient loyalty—patients desire effortless experiences.
June 14, 2018 (Lincoln, NE)—NRC Health, the leading provider of in-depth customer intelligence in healthcare, and The MetroHealth System, an essential health system in Cuyahoga County, Ohio, have released the white paper, Your Care Experiences Are Excellent. Now—Can You Make Them Easy? based on findings in their joint study of over 1,000 healthcare consumers across the U.S.
According to the study, satisfied patients aren’t necessarily loyal ones. While the overwhelming majority (78 percent) of patients are satisfied with their care, 80 percent reported that they’d switch providers for “convenience factors” alone. This raises the question, “How can we decrease effort to increase retention?”
The paper discusses how healthcare organizations can address the issue by mapping points of friction in their care experience to gain a deeper understanding of what patients find challenging. The paper also offers a step-by-step process by which healthcare organizations can go about creating the ease their patients desire.
“We know that patients are demanding a more convenient way to acquire care, but what’s not always clear is what ‘convenience’ means to them,” said Dr. Sara Laskey, MD, Chief Experience Officer at MetroHealth and co-author of the work. “With this research we sought to answer the simple question, ‘What can we do to make the care experience easier?’”
Steve Jackson, President of NRC Health and co-author of the white paper, said, “It’s a privilege to conduct this research in partnership with an organization like MetroHealth. This kind of customer-centric thinking will define the future success of healthcare organizations in an increasingly competitive and consumer-driven marketplace.”
About The MetroHealth System
The MetroHealth System is an essential health system committed to providing healthcare to everyone in Cuyahoga County, Ohio, and improving the health of the community overall. Its 7,500 employees deliver care to everyone at its main campus just west of downtown Cleveland, and at more than 20 other MetroHealth locations. Two new hospitals have recently opened in Cleveland Heights and Parma, and MetroHealth also provides healthcare through community partnerships at more than 40 additional sites in Cuyahoga County.
MetroHealth’s mission statement is “Leading the way to a healthier you and a healthier community through service, teaching, discovery, and teamwork.” For more information, visit metrohealth.org.