Consumer Perspectives on Quality of Healthcare Slides to All-Time Low

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The Beryl Institute-Ipsos PX Pulse trends consumer perspectives on patient experience

The Beryl Institute and Ipsos released findings from the tenth PX Pulse, a survey to track current perspectives on patient experience in healthcare across the United States. This report trends data related to the consumer experience from data first collected pre-pandemic in December 2019 through the third quarter of 2022. This issue reveals the challenges the healthcare industry faces as the world learns how to operationalize the realities of the pandemic. Specifically, the findings share consumers’ perspective of quality of care and experience in healthcare today.

Key findings include:

  • Quality of healthcare hit its lowest percentage to date, with just 40% of respondents rating the quality of their healthcare as “Good” or “Very good," down 6 points from March of this year.
  • Having affordable insurance options, out-of-pocket costs and the cost of prescription drugs were the top three most important issues to respondents.
  • Consumers’ perception of experience slipped to an all-time low at 64% reflecting it as “Very good” or “Good,” a 4-point drop from Q4 2021.
  • 68% of respondents say trust has declined in the last two years with the top reason being the healthcare system acts out of self-interest.

“While diminishing numbers in quality, experience and trust may feel disheartening, they reflect the larger realities in the world that healthcare now operates,” said Jason A. Wolf, PhD, CPXP, President & CEO, The Beryl Institute. “What is evident is that not only is the path forward clear, but the opportunities healthcare has in front of it are bright. In keeping things simple, in honoring the person in front of us, in living the central idea that in healthcare we are human beings caring for human beings and then in executing on plans to reinforce those fundamentals, the opportunities for healthcare’s future far outweigh the challenges in our way.”

To access the latest PX Pulse report, visit: PX Pulse – November 2022.

About the PX Pulse Survey
The Beryl Institute – Ipsos PX Pulse represents a first-of-its-kind effort to elevate understanding of the current perspectives on patient experience in U.S. healthcare.
This effort regularly captures healthcare consumer perspectives of patient experience in the United States, determines the practices and processes that have the greatest impact and influence on healthcare consumers, and tracks how the market sees patient experience evolving over time.

About The Beryl Institute
The Beryl Institute is a global community of healthcare professionals and experience champions committed to transforming the human experience in healthcare. As a pioneer and leader of the experience movement and patient experience profession for more than a decade, the Institute offers unparalleled access to unbiased research and proven practices, networking and professional development opportunities and a safe, neutral space to exchange ideas and learn from others.

We define the patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. We believe human experience is grounded in the experiences of patients and families, members of the healthcare workforce and the communities they serve.

About Ipsos
Ipsos is one of the largest market research and polling companies globally, operating in 90 markets and employing over 18,000 people.

Our passionately curious research professionals, analysts and scientists have built unique multi-specialist capabilities that provide true understanding and powerful insights into the actions, opinions and motivations of citizens, consumers, patients, customers or employees. Our 75 solutions are based on primary data from our surveys, social media monitoring, and qualitative or observational techniques.

Our tagline "Game Changers" sums up our ambition to help our 5,000 customers move confidently through a rapidly changing world.

Founded in France in 1975, Ipsos has been listed on the Euronext Paris since July 1, 1999. The company is part of the SBF 120 and Mid-60 indices and is eligible for the Deferred Settlement Service (SRD).ISIN code FR0000073298, Reuters ISOS.PA, Bloomberg IPS:FP
For more information on Ipsos’ patient experience and healthcare contributions, you can follow Ipsos Public Affairs on LinkedIn and Twitter (@Ipsosus).

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Andrea Steiger
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