Two out of three people have had a negative experience with a medical provider, according to a recent survey from Accenture.
People have had a variety of negative experiences, including 22% who said their visit was not efficient and 19% who said the medical advice was not helpful. Unfortunately, the negative experiences can have a lasting impact, as 44% of people reporting these negative experiences said they felt stressed or upset by them. About one-third of this group said they switched providers or treatment and were less likely to seek care the next time they needed it.
The survey, which queried nearly 1,800 adults in the U.S., found that just one in three people said they did not have a negative experience with a medical provider, pharmacy or hospital. The findings are significant as the number of COVID-19 cases continues to rise and access to healthcare remains critical.
In addition, the survey found that patients want to feel well taken care of and heard by their medical providers.
“Having a medical provider [who] shows empathy is significantly more important than a nice, clean office, and almost twice as important as nice and helpful staff,” the report noted. Emotional support is a critical tool for healthcare providers to offer positive experiences with patients.
Fortunately, some respondents said healthcare access was better. More than one-quarter (26%) of respondents said their access to healthcare has improved since the pandemic, while 20% said their access is slightly or much worse. Most people—51%—said their access did not change during the pandemic. As for affordability, 40% of Americans never had an affordability issue with medical care or medications, Accenture found. Among Gen X, 30% said the same, as did 27% of Millennials.
Affordability is an important measure to watch, as a barrier to care, including cost, can have a significant impact on health outcomes. Compared to other generations, Millennials are more likely to take advantage of financial assistance, including rebates or non-profit systems. Gen Xers and Baby Boomers are more likely to explore alternatives that impact their treatment.
“When people cannot afford the medical care or medications they need, they often delay (39%) or decline (29%) treatment or medication or skip an appointment with a medical provider (30%),” Accenture reported.
Even with all the challenges of the COVID-19 pandemic, the healthcare system showed resilience, Accenture reported.
Amy joined TriMed Media as a Senior Writer for HealthExec after covering home care for three years. When not writing about all things healthcare, she fulfills her lifelong dream of becoming a pirate by sailing in regattas and enjoying rum. Fun fact: she sailed 333 miles across Lake Michigan in the Chicago Yacht Club "Race to Mackinac."