Consumer Perspectives on Patient Experience in the U.S.

Ipsos and The Beryl Institute, a global community of healthcare professionals and experience champions committed to transforming the human experience in healthcare, have partnered to run a quarterly tracking survey – and a first of its kind effort – to elevate understanding and track current perspectives on patient experience in healthcare across the United States. In our latest report, we see that perceptions of quality remain relatively low while the importance of experience remains high.

While we started PX Pulse prior to the arrival of the COVID-19 pandemic to the U.S., the insights gained over the last two years have provided us a unique view into how the pandemic itself has impacted people’s perspectives of healthcare.

We have seen that many of the fundamentals we have raised from well before the pandemic started remain true today: people are focused on their health and well-being; the experience they have is very important to them; and they see cost and access as critical levers in their care experience. This release reinforces those ideas and now shows us trends over 27 months of how perceptions have shifted. As we have traversed the pandemic, we also have been able to explore the impact it has had on people’s choices and comfort as we reengage them in care.

This release helps us continue that inquiry in brief form as we look at the trends of the core questions shared below and continue to explore the impact of COVID-19 itself. While trending reports may not always show significant changes period to period, it is in the subtle movements and the consistent directional trends from which we can be informed and of which we should be aware. This issue offers these very insights, as perceptions of quality remain relatively low while the importance of experience remains high. While comfort in seeking care slowing returns, the factors that drive experience are further established.

One thing PX Pulse has helped reinforce is the very integrated nature of experience itself. This perspective is underlined by the voices of the U.S. Healthcare Consumers themselves. There are many levers that drive the best in experience; it is not only interpersonal but driven by the processes and systems that frame the healthcare system and influence its actions every day. This release of PX Pulse and the now over-two-years of trending data show us that we must not overlook this broad perspective. A focus on experience is critical. A commitment to act on experience is essential. The U.S. Consumer has let us know this to be true. It is imperative we continue to listen and act.

To download the full June 2022 report, simply click here.