Patient experience and clinician satisfaction in the digital age

In this report, we explore the topic of healthcare experience. We will take into consideration the perspectives of both consumers and clinicians, exploring what’s working, what’s not, and the role that technology can play in delivering exceptional experiences that foster loyalty and drive value to organizations.

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About the report

The current state of healthcare experience

Based on an extensive analysis of peer-reviewed publications, secondary research, and interviews with key opinion leaders, this report presents insights into the current state of healthcare:

  • 80% of consumers say experience with a company is as important as its products
  • 75% of US consumers wish their healthcare experiences were more personalized
  • Patients with health insurance are 61% more likely to go straight to urgent care
  • Patients who receive enhanced decision-making support have been shown to have overall medical costs that were 5.3% lower
  • Nurses spend 35.3% of their time on documentation
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Meet our experts

Bridget Duffy portrait

Bridget Duffy

MD, Founding Partner, CEO Coalition

Spencer Dorn portrait

Spencer Dorn

MD, Professor of Medicine and Vice-Chair of Care Innovation, UNC

Tim Price portrait

Tim Price

Chief Product Officer, Infermedica

Lukasz Przywarty portrait

Łukasz Przywarty

VP of Design, Infermedica


Insights for telemedicine orgs, healthcare providers and payers

In an increasingly digital world, leveraging technology to provide better patient and provider experiences is no longer a “nice-to-have”—it’s imperative. According to a recent Accenture survey, half of patients said that a bad digital experience with a healthcare provider ruins the entire experience with that provider. Explore the key ways technology can help healthcare organizations improve the experience for both patients and clinicians by:

  • Leveraging real-world, actionable data
  • Engaging patients earlier in their care journey
  • Streamlining patient-clinician communication
  • Personalizing care delivery
  • Optimizing care coordination
  • Aligning digital services with clinical practice
  • Adding a digital back door
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