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The Patient Experience Index was created to give medical groups insights into the patient experience, which over the past decade has become increasingly consumer-centric due to factors such as higher deductibles and copays, the Affordable Care Act and social media. By tapping into the key drivers that shape consumer behavior -- satisfaction, loyalty and engagement -- CareCloud's first annual index reflects the shifting landscape of healthcare delivery in the U.S.
During May of this year, 1443 participants across the U.S. shared their perspectives through an online interactive survey. It asked patients who had seen an ambulatory healthcare provider in the past 12 months about their entire experience, from the initial selection of a provider through post-visit engagement. Respondents were equally distributed through four age demographics: Millennials (18-35), Gen X (36-50), Boomers (51-65) and Matures (66-plus).
Increasingly, medical practices should focus on improving the quality of the patient experience in order to engender satisfaction and loyalty, according to CareCloud. While the move to digitize healthcare has created a shift in the practice of medicine, patients have not been negatively impacted; in fact, there has been broad enthusiasm from patients surrounding digital health technology.
Currently, patients across all age groups are taking advantage of digital resources to select and communicate with providers, as well as to access ancillary services. Boomers in particular are utilizing these services. As the patient journey becomes more complex, online resources enable healthcare consumers to manage costs, maximize convenience and access information that informs and empowers their choices. In CareCloud's view, providers who align their practices with these trends can position themselves for continued growth and success.
Scroll through the slides to see some of the key trends.