News Briefs Archive

New Survey Findings: What Do Consumers Most Want from Their Healthcare Experience?

July 20, 2022

Consumer expectations are hard to guess, especially when it comes to the healthcare experience. Here are insights on what your patients may be hoping for when they visit you, based on findings from CVS’s 2022 Health Care Insights Study.

CVS Health surveyed 1,000 U.S. consumers and 400 healthcare providers about what kind of healthcare experience they want and what barriers may hinder their ability to achieve desired health outcomes.

The study also reveals consumers’ evolving views about a post-pandemic healthcare industry, how consumers perceive their own well-being and what consumers define as an ideal care delivery experience.

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.

Study findings also reveal 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.

Survey respondents consider convenience, accessibility and cost as key factors shaping their healthcare experience and outcomes. Virtual care options are valuable, as consumers want to receive medical care on their own terms. Nearly all consumers (92 percent) say convenience is an important factor when choosing their primary care provider, with more than one in three (37 percent) having scheduled a virtual visit to save money or time.

Healthcare providers say virtual options are helping more patients adhere to their care plans, and most (53 percent) say adding virtual care options has resulted in more patient visits. Virtual care visits also allow patients to speak about tough topics like mental health issues, depression or substance abuse concerns more intimately and conveniently, with 48 percent of consumers saying they are likely to seek out mental health services if a virtual visit is available.

Although the COVID-19 pandemic has created opportunities to innovate across the healthcare industry, the Health Care Insights Study also found that many consumers are struggling to adhere to their health plan or take their medications as directed. Better communication could help.

Most healthcare providers (94 percent) believe that interventions like text reminders or phone follow-ups support patients in following a prescribed care plan. Similarly, 71 percent of consumers say it is very or somewhat important to their health that they have customized alerts and receive reminders about screenings or checkups.

The good news is that consumers’ trust in their healthcare providers has remained strong despite pandemic-related difficulties. Forty-four percent of consumers say they now have more appreciation for their healthcare provider than pre-pandemic.

Other highlights from the study include:

  • Physicians value a team-based care approach. Sixty-eight percent say coordinating with their patients’ other healthcare providers had a high-to-moderate impact on their ability to achieve desired patient outcomes.
  • Consumers want care that is open-ended, flexible and unique. Consumers are open to non-traditional healthcare options, with over half 54 percent saying holistic care options involving diet, exercise and counseling are very or somewhat important to them.
  • Healthcare providers report they are spending a significant amount of time discussing COVID-19 prevention and safety with their patients. Sixty-eight of healthcare providers report they always or often discuss COVID-10 prevention/safety and vaccine efficacy with their patients.

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