US consumers are placing a higher priority on wellness and want the healthcare system to become more customer-oriented, note partner Jenny Cordina and colleagues. In a survey, consumers identified the four areas they find most frustrating: getting coverage, understanding benefits, finding care, and saving and paying for care. For healthcare providers and payers, improving the consumer experience could lead to better care and cost outcomes.
Image description:
A heat map displays area circles in 3 sizes and 4 colors. The color of each circle denotes percentages of customer satisfaction with healthcare payers and providers: high is 60% and higher, medium is 41–60% percent, and low is 40% or less. The vertical axis is individual satisfactions scores cover the patient journey by stages, and the horizontal axis covers the various types of healthcare coverage. The data are further clarified through 3 circle sizes to denote the respondents’ opinions about the importance of each journey point, broken into low, medium, and high, with high being the largest circle. Patterns visible within the data show low satisfaction in areas of importance within Medicaid and commercial, and high or medium satisfaction in important and less-important areas within Medicare.
Note: This exhibit reflects the results of a range of survey questions that evaluate consumer experience along the end-to-end healthcare journey.
Footnote 1: Affordable Care Act.
Source: McKinsey 2022 Consumer Health Insights COVID-19 Wave 1 Survey, Mar 25, 2022
End of image description.
To read the article, see “Driving growth through consumer centricity in healthcare,” March 14, 2023.