The 2020 Healthcare Consumer Experience Index
A national signature research study conducted by
The Harris Poll® and commissioned by Change Healthcare
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Executive Summary
Transform how medicine is performed in an integrated environment with adaptive, EMR-driven workflows for multiple facilities and EMRs. Our Change Healthcare Cardiology™ portfolio unifies your data with a single database for CPACS, Hemo, CVIS, and ECG. Please select tabs below to learn more.
Healthcare consumers today feel like
they are fighting an uphill battle:
Today’s healthcare experience is taxing for consumers, with two-thirds saying it “feels
like every step of the healthcare process is
a chore” (67%), and a similar percentage
agreeing “the healthcare system feels like
it is set up to be confusing” (62%).
From the outset of the journey,
price transparency is a challenge
for consumers:
Despite the vast majority believing “it should be as easy to compare prices for healthcare
as it is for other services like spa appointments” (85%), half of consumers have avoided seeking care because they weren’t sure what the cost would be (53%), while 6 in 10 have gone into an appointment before without being sure if they could afford it (59%).
Consumers struggle to find care that treats them as humans, not case files:
While price transparency remains a hurdle when accessing care, consumers’ top pain
point is finding a provider that takes the time to understand them. More than half say
they “often feel as though they are being treated as an incident, not a person, when
receiving care” (53%).
When bills do finally arrive, paying for care is clouded by complexity:
Paying for care is also opaque, with two-thirds saying they “often don’t know how much a medical treatment or appointment costs until months after the fact” (68%). Then, when bills do finally arrive, they “feel more complex than a mortgage payment” (61%).
In an eCommerce world, most are seeking a simpler way to shop for care:
The vast majority believe “shopping for healthcare should be as easy as shopping
for other common services” (81%) via a streamlined access point online, saying,
“I wish there was a single place I could shop for and purchase healthcare” (76%).
Modern, streamlined communication can help also ease the burden:
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