RevSpring：2023年患者之声调查报告（英文版）（25页）.pdf

1、Prepared for 2023 Voice of the Patient S| Voice of the Patient SurveyUnderstanding gaps,progress and opportunities in the patient experienceForeword by Scott MacKenzie,RevSpring CEO .2Key Highlights .3Methodology .3Demographics .3Key Takeaway#1:Communication Preferences Must Be Understood and Honore

2、d.4Personal Preferences Must Take Priority .4Personalization and Consistency Are Key .5Channels That Generate the Most Trust .6Key Takeaway#2:Likelihood of Switching Providers .7Patients Will Not Hesitate to Switch Providers After a Bad Experience.7The Generational Correlation to Loyalty .8Key Takea

3、way#3:Paperwork and Check-Ins Are Sources of Dissatisfaction.10Providers Must Close the Gap Between Patient Expectations vs.Reality .10Patients Are Seeking More Self-Service Options .12Completing Forms:An Unmet Preference for Digital .13Patient Education Is Key to a Positive Experience .13Key Takeaw

4、ay#4:Preferences Often Depend on the Type of Communication.14Empathy Is Critical in Inspiring Patients to Engage and Act .14Method of Receiving Healthcare Bills .17Paying Bills .18Key Takeaway#5:Feelings About Healthcare Bills Are Improving.20The Digital Gap Is Closing .20Progress Has Been Made,but

5、There Is Still Room for Improvement .20Recommendations and Conclusions .22List of Tables and Figures | by Scott MacKenzie,RevSpring CEOEvery few years,RevSpring makes it a priority to survey patients across the United States to understand their experiences when it comes to communicating with their h

6、ealthcare providers.RevSpring partnered with Keypoint Intelligence to complete a quantitative web-based survey of 1,000 healthcare patients in the United States.Previous surveys in 2016 and 2019 focused specifically on the financial aspects of patient communications,such as billing and payment.In co