This report, based on a survey of 200 healthcare employees and 1,036 patients/guardians, examined the perspectives from each group on:
• How well patient access functions are managed in U.S. healthcare • The order of importance both place on the functions that make up the patient access experience • A ranking of what functions are best meeting the expectations of both
Reflecting more positive sentiment than in past surveys, both cohorts indicated that access is finally showing improvement after the frustration evident throughout and immediately following the COVID pandemic.
There is still much room for improvement, and healthcare lags far behind other service verticals in both convenience and price transparency, but the improvement should be noted.
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