Survey: Consumers Desire a More Personalized Healthcare Experience


On July 11, Woonsocket, R.I.-based CVS Health released its “2022 Health Care Insights Study,” revealing that U.S. consumers now eager to restart their health and wellness journeys after delaying care due to COVID-19. CVS Health surveyed 1,000 U.S. consumers and 400 healthcare providers regarding what kind of healthcare experience they would like and what kind of barriers hinder their ability to receive desired health outcomes. Additionally, the study reveals insights on consumers’ views about healthcare post pandemic.

A press release on the survey states that “Study results show healthcare providers and consumers agree that increasing engagement and communication improves health outcomes. Whether their goal is decreasing daily stress levels or increasing overall well-being, 81 percent of consumers say it is very important their primary care provider is aware of patients’ overall happiness and life satisfaction levels, and to be aware of how patients deal with difficult emotions and stress.”

“The Health Care Insights Study also reveals consumer desire for healthcare to become more coordinated, seamless and holistic, with 83 percent of consumers saying coordination among all their healthcare providers is important to their health,” the release adds.

Additional highlights from the survey include:

  • Ninety-two percent of consumer respondents say that convenience is an important factor when choosing a primary care provider
    • Thirty-three percent of respondents scheduled a virtual visit to save money and/or time
  • Fifty-three percent of healthcare provider respondents say that adding virtual care options resulted in more visits
  • Forty-eight percent of consumer respondents say that they are likely to see mental healthcare if virtual visits are an option
  • The majority of healthcare provider respondents—94 percent—say that interventions, such as text message reminders or phone follow-ups assist patients in following their prescribed care plan
    • Seventy-one percent of consumer respondents say it is very or somewhat important to their health to have customized alerts and receive reminds regarding screenings or checkups
  • Forty-four percent of consumer respondents say they now have more appreciation for their healthcare provider than pre-pandemic
  • Sixty-eight percent of provider respondents say coordinating with their patients’ other healthcare providers has a high to moderate impact on their ability to achieve desired patient outcomes
  • Fifty-four percent of consumer respondent say holistic care options, such as involving diet, exercise, and counseling, are very or somewhat important
  • Sixty-eight percent of healthcare providers say that they always or often discuss COVID-19 prevention and/or safety and vaccine efficacy with their patients 

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