U.S. Hospital/Health System Insights

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U.S. Hospital/Health System Insights

After an extensive search through government websites, hospital websites, academic reports, and credible media publications, we were able to locate severe sepsis, major joint replacement, reattachment of the lower extremity, heart failure & shock, esophagitis, gastroent & misc digest disorders, and Kidney urinary tract infections are some common cause for hospital visit. In 2016, 85.1% of adults and 93.6% of children had contact with a healthcare professional; the total number of visitors to physician offices was 883.7 million. Insurance acceptance, clinical expertise, availability, the reputation of the health system/hospital, cost, location, bedside manner, experience, online reviews, and gender are some key factors when selecting a provider.

MOST COMMON CAUSES FOR HOSPITAL VISITS

  • According to the National Summary of Inpatient Charge Data by Medicare, the highest discharge numbers in 2018 were for: septicemia or severe sepsis (539,520), major joint replacement or reattachment of lower extremity (502,566), heart failure & Shock (418,800), esophagitis, gastroent & misc digest disorders (169,816) and kidney urinary tract infections (147, 069).
  • Stomach pain — 12.5 million visits, 8.6 percent, and chest pain — 7.5 million visits, 5.2 percent top the list of the most common reasons patients seek emergency care. Injuries accounted for 42.2 million emergency visits — 29 percent.
  • The most common causes of pediatric ED visits are respiratory disorders, injury, and poisoning.
  • HCUP shows that 2015 U.S. National Inpatient Stays (including maternal/neonatal stays) are most common for liveborn, septicemia, osteoarthritis, congestive heart failure, pneumonia and mood disorders.

NUMBERS AND DEMOGRAPHICS

  • In 2017, 8.8%, or 28.5 million, did not have health insurance at any point during the year as measured by the CPS ASEC; that number is the same as 2016.
  • In 2016, 85.1% of adults and 93.6% of children had contact with a healthcare professional — the total number of visitors to physician offices was estimated to be 883.7 million, and 54.5% were made to primary care physicians.
  • Patients age 15 or younger made up 18.8 percent27.4 million while patients age 65 or older made up 15.9 percent — 23.1 million.
  • Still, according to the CDC, there were 145.6 million visits to the ER, 42.2 million due to injury-related visits.
  • Fewer than 5% of pediatric ED visits resulted in admission.
  • In 2015, 17% of all children in the US sought emergency care at least once, totaling close to 30 million ED visits for children age 18 years or younger; 40% of those visits were from children under the age of 5.

KEY FACTORS

  • Cost is top-of-mind for all consumers and insurance accepted emerged as the most important factor when selecting a healthcare provider — 75% deemed it as extremely important; clinical expertise is a close second, with 53% ranking it as extremely important.
  • Most important factors weighted when selecting a provider are (as rated by patients responding to the survey): insurance acceptance, clinical expertise, availability, the reputation of the health system/hospital, cost, location, bedside manner, experience, online reviews, and gender.
  • On the importance of provider affiliation with a hospital or health system, most patients considered it to be extremely — 39% or very important — 35%.
  • For cancer patients in need of surgery, patients identified the following criteria in their decision-making: Hospital’s reputation (55%), patient satisfaction (44%) and a number of cancer surgeries performed at the hospital (36%); 73% reported being likely to use a list of the best hospitals for cancer surgery when selecting a hospital.

HEALTHCARE AND THE DIGITAL ERA

  • According to a Kyruus survey, the top online resources costumers desire on health system/hospital websites are: search by insurance accepted (61%), healthcare provider specialty (56%), patient reviews and testimonials (56%), quality scores (53%), sort providers based on distance (50%), view availability (50%), cost information (42%).
  • An estimated 60% of people expect their healthcare digital experience to be the same as the one on retail.
  • Approximately 80% of patients consider online reviews when making healthcare decisions.
  • An estimated 70% of 60+ year olds agree that relevant and accurate information online has impacted their decision to seek one healthcare provider over another.
  • Approximately 45% of millennial patients prefer to use digital methods to request an appointment.
  • Online reviews survey shows that most patients have some degree of trust about the reviews, with 16% trusting completely, 27% very much trusting and 49% somewhat trusting.

PATIENT EXPERIENCE

  • Patient Experience survey estimated 69% of patients consider good patient experience contributes to their healing/good healthcare outcomes.
  • The number one highest ranked patient experience component is being listened followed by clear communication, courtesy, and respect, giving confidence in their abilities and taking the patient’s pain seriously, all falling into the people component of patient’s experience.
  • Approximately 65% said they want to be addressed as a person, not a disease/symptoms and 51% stated that perception will influence how they make their decisions in the future.
  • For place components, the most important is a healthcare environment that is clean and comfortable followed by a quiet and peaceful environment, and convenient access.
  • In the process area; the most important component is ability to schedule within a reasonable time, well-explained discharge process, easy transition between care providers, and clear billing.
  • The most common word associated with describing a patient experience is caring for positive and long wait for negative.
  • An estimated 55% of patients concluded that patient experience is extremely significant in their decisions about healthcare and 36% stated that is somewhat significant.

HOW THEY CHOOSE

  • A 2017 survey with 1,000 patients showed that in order to choose their primary care provider they refer to independent research (34%), insurance provider (32%), friend or family (20%), healthcare provider (13%) and other (1%).
  • An estimated 80% of patients said they conduct online research on providers and 90% will choose another entirely if they don’t like what they see online.
  • Customer service was ranked 82% as the most important factor influencing their loyalty to a provider, assuming quality care was received.
  • Recommendations of family and friends and referral from another physician/provider is still a very relevant lead to finding healthcare providers.
  • A study conducted by the American Society of Clinical Oncology found that when selecting a hospital for their surgery, 68% of patients reported being actively involved in the selection and 65% reported that their physician was also involved or made this decision.

TRENDS

  • Simplifying the healthcare system and making it easier to navigate is becoming an imperative for health insurers as they face the threat of losing membership to well-funded startups who—instead of redefining complicated terms like "deductible"—are just getting rid of them.
  • Survey respondents — who comprise clinical leaders, clinicians, and health care executives — say improved customer experience is the top area in which health care can learn from other industries — selected by 57%, followed by customization to individual needs and preferences 35%.
  • In 2019, external market disruptors entering the healthcare space — companies like Amazon, Google, and Walmart — will continue to apply their understanding of consumer expectations and machine learning tools to meet and exceed customer demands in ways that the traditional healthcare market still struggles.
  • Digital and connected health technologies will continue to rise.
  • A survey of 200 hospital and healthcare executives discovered that 90% of respondents think improving customer experience is a high priority, up from 30% in 2017. However, most have yet to begin their efforts or are in the earliest stages.
  • Digital and connected health technologies will continue to rise (Source 15)
  • A survey of 200 hospital and healthcare executives discovered that 90% of respondents think improving customer experience is a high priority, up from 30% in 2017. However, most have yet to begin their efforts or are in the earliest stages.

Sources
Sources

Quotes
  • "Simplifying the healthcare system and making it easier to navigate is becoming an imperative for health insurers as they face the threat of losing membership to well-funded startups who—instead of redefining complicated terms like "deductible"—are just getting rid of them."