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The Official Blog for Intrado’s TeleVox Solutions


West Corporation

Posted on September 24, 2019 by West Corporation 


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A Glimpse into What Chronic Patients Want From Healthcare Experiences

Two in three chronic patients (66%) say it is important to feel like they are receiving the best possible care from their healthcare provider. West surveyed 1,036 adults in the U.S. and analyzed responses from patients with a chronic condition to try to determine exactly what “the best possible care” means to these individuals. Here is a glimpse into what we learned based on the survey findings:

  • Chronic patients expect their providers to be caring and engaged. Sixty-three percent of chronic patients say they want to know their provider cares about their health. This is a higher priority for chronic patients (63%) than non-chronic patients (49%).
  • Chronic patients want help with health management. Fifty-eight percent of chronic patients say they would like providers to help them with improving or maintaining their health. This is slightly more important to chronic patients (58%) than non-chronic patients (42%).
  • Nearly all chronic patients want providers to help them better understand their health metrics. Ninety-six percent of Americans with a chronic condition believe healthcare providers should make sure patients know and understand what their health metric numbers are and should be (e.g., ideal weight, blood pressure, cholesterol, level of daily activity).
  • Having support between visits is important to chronic patients.
    Ninety-four percent of Americans with a chronic condition say it is important for their healthcare providers to support them between visits so they can effectively manage their health and follow their treatment plans.
  • Chronic patients are open to receiving automated communications. More than one-third (34%) of Americans with a chronic condition say they are interested in receiving automated communications from healthcare professionals regarding their treatment plans. Thirty-five percent of chronic patients are interested in receiving automated survey check-ins from healthcare professionals to monitor a chronic condition and check health metrics numbers between in-person visits.
  • Chronic patients will participate in surveys to monitor their health. Thirty-nine percent of Americans with a chronic condition say they would be motivated to complete an online survey or check-in from a healthcare provider if it would help monitor their condition.

Knowing what chronic patients want can help providers design and deliver better patient experiences. For more about the strategy behind building exceptional healthcare experiences, download CXOs Are Expanding the Use of Surveys to Transform the Patient Experience.


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