February 28, 2023
Nashville, Tenn. (Feb. 28, 2023) — Two out of three U.S. patients would be somewhat or very likely to switch healthcare providers if they experienced poor communication during the pre-care process. That’s according to a new research study from RevSpring, the leading provider of healthcare engagement and payment solutions, to understand how patient experience drives loyalty, trust and financial outcomes.
The 2023 Voice of the Patient Survey, with 1,000 U.S. patients, revealed communications preferences cut across demographics, suggesting a one-size-fits-all engagement approach based on general data will leave some patients unsatisfied. However, patients want their preferences followed—87% reported it’s at least somewhat important their providers follow their preferred communication channels with more than half saying it’s very important. Not honoring these preferences can erode trust as four out of five respondents agreed they would be more likely to trust their providers if they communicate with them using their preferred choices.
“We’ve conducted patient experience surveys every few years since 2016 and it’s clear patients have higher standards now, especially when it comes to personalization,” said Kristen Jacobsen, VP of marketing and OmniChannel engagement. “The challenge and opportunity for the industry today is fulfilling those high expectations. With combined intelligence, such as demographic and behavioral data, providers can understand patients at scale, not only meeting their preferences to build trust and loyalty but also driving desired actions.”
In conducting this research, RevSpring uncovered five key observations about the entire patient journey, from pre-service to payment:
The study, conducted by research firm Keypoint Intelligence, included a quantitative web survey of 1,000 patients in the United States who were between 18-75 years old, had visited a doctor at least once in the past year, were responsible for paying their own medical bills, and had paid a healthcare bill in the past six months. The responses were balanced by U.S. Census data to be demographically representative.
To read more of the research findings, including recommendations for healthcare providers, download the white paper, 2023 Voice of the Patient Survey.
RevSpring leads the market in engagement and payment solutions that inspire patients to participate in and pay for their healthcare. The company has built the industry’s most comprehensive and impactful patient engagement suite, spanning the clinical, operational and payment experience. RevSpring’s OmniChannel communications and payment solutions are backed by behavior analysis, propensity-to-pay scoring, contextual messaging, and user experience best practices. Using proprietary data analytics to tailor the engagement from preservice to post-service, RevSpring improves the patient experience and outcomes for providers, members and patients. To learn more, visit revspringinc.com/healthcare.
The Harbinger Group