Foreword by Scott MacKenzie,RevSpring CEO Every few years,RevSpring makesit a priority to survey patients across the United States to understand their experiences when it comes to communicating with their healthcare providers.
RevSpring partnered with Keypoint lntelligence 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 conducting this most recent survey,we hoped to gain a greater understanding of patients’expectations for their healthcare communication experiences across the entire patient journey,from pre-service to payment.
We obtained a great deal of insight into current healthcare communication processes, and how these processes align with patients’ expectations and personal preferences. We also considered whether the healthcare industry has made any progress in closing previous gaps in patient expectations versus experiences.
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