The Beryl Institute and Ipsos released findings from the eighth PX Pulse, a survey to track current perspectives on patient experience in healthcare across the United States.
This report trends data related to the consumer experience from data first collected pre-pandemic in December 2019 and into 2022 as we continue to learn how to live with the virus.
This report continues to track the impact of COVID-19, revealing consumer perspectives on such topics as comfort in returning to seek care, issues influencing their decision-making, visitation policies and experiences with healthcare incivility.
Key findings include:
- Quality of healthcare hit a low point with just 45% of respondents rating the quality of their healthcare as good or very good, down 11 points from last quarter.
- Affordability and costs continue to be the most important healthcare issues to consumers. Having affordable insurance options, out-of-pocket costs and the cost of health insurance premiums were the top three most important issues to respondents.
- Consumers see benefits and insurance coverage as the biggest drivers of decision-making in where to receive care.
- Consumers believe that some amount of visitation and care partner presence should be allowed in hospitals, as they see care partners as very important during a healthcare encounter.
- Fifty-three percent of U.S. consumers agree, and 14% strongly agree (over two-thirds) that incivility is an issue in healthcare today.
"While we acknowledge the greater global struggles we are currently facing as a world, the findings revealed here touch at the heart of our humanity," said Jason A. Wolf, PhD, CPXP, President & CEO, The Beryl Institute. "How we best engage patients, their care partners and visitors in new and positive ways and how we support the real issues that drive how people make choices in healthcare […] provide a means for reflection and discussion in every healthcare organization.