A new survey of negative patient experiences finds that patients rank unpleasant waiting areas as a bigger reason for not returning to a facility than long wait times. Here’s more:
•Waiting areas: Some 30% of respondents said dirty waiting areas at urgent care and primary care facilities would keep them from returning. Some 11% said the same for waiting times at urgent care centers, while 6% said so for primary care.
•Urgent care: Patients visiting these facilities were twice as likely to report dissatisfaction if they had to see more than two health professionals during a visit.
•Primary care: Women were 2.5 times more likely than men to say they wouldn’t want to return if the doctor or nurse forgets their name. At the same time, men were five times more likely to not want to return because of waiting rooms that lack entertainment options.
This document discusses the issue of casual consent to treatment in Pakistan's healthcare system. It argues that while internationally the concept of informed consent is recognized, consent is still largely neglected in Pakistan. Doctors often view consent as a formality rather than properly informing patients. This fails to respect patient autonomy and leaves doctors legally vulnerable. The article calls for reforms to establish proper informed consent standards and processes in Pakistan.
April 28, 2017
Transparency is a relatively new concept to the world of health and health care, considering that just a few short decades ago we were still in the throes of a “doctor-knows-best” model. Today, however, transparency is found on almost every short list of solutions to a variety of health policy problems, ranging from conflicts of interest to rising drug costs to promoting efficient use of health care resources, and more. Doctors are now expected to be transparent about patient diagnoses and treatment options, hospitals are expected to be transparent about error rates, insurers about policy limitations, companies about prices, researchers about data, and policymakers about priorities and rationales for health policy intervention. But a number of important legal and ethical questions remain. For example, what exactly does transparency mean in the context of health, who has a responsibility to be transparent and to whom, what legal mechanisms are there to promote transparency, and what legal protections are needed for things like privacy, intellectual property, and the like? More specifically, when can transparency improve health and health care, and when is it likely to be nothing more than platitude?
This conference aimed to: (1) identify the various thematic roles transparency has been called on to play in American health policy, and why it has emerged in these spaces; (2) understand when, where, how, and why transparency may be a useful policy tool in relation to health and health care, what it can realistically be expected to achieve, and when it is unlikely to be successful, including limits on how patients and consumers utilize information even when we have transparency; (3) assess the legal and ethical issues raised by transparency in health and health care, including obstacles and opportunities; (4) learn from comparative examples of transparency, both in other sectors and outside the United States. In sum, we hope to reach better understandings of this health policy buzzword so that transparency can be utilized as a solution to pressing health policy issues where appropriate, while recognizing its true limitations.
Learn more on our website: http://petrieflom.law.harvard.edu/events/details/2017-annual-conference
At the end of the session patient/ family/ advisors/ champions as well as health providers/ leaders/ authorities will leave with at least one practical idea to advance patient engagement in medication safety as a result of their increased understanding of:
. the role and responsibilities of patients/ families in medication safety
. different approaches to patient engagement in medication safety
. influencing factors (e.g. health literacy, culture, organizational and public policy)
. supporting resources and leading practices
Utilizing Care Management Nurses to Improve Transitions in Care in the Oupati...Tanisha Davis
This document discusses a proposal to utilize care management nurses to improve care transitions for high-risk congestive heart failure (CHF) patients in the outpatient setting. It identifies opportunities to improve medication reconciliation and CHF education using teach-back methods. A literature review supports interventions like medication reconciliation, care coordination, CHF education and post-discharge follow up to reduce readmissions. The proposal is to pilot this approach for CHF patients through a microsystem project using a PDSA framework to study workflows and standardized processes for assessments, education and medication reconciliation across care transitions.
How useful are advance directives in directing end of life care and do people really understand or want to know the true status of their health as the end nears?
Va open notes and blue button va ehealth university dec 2012Susan Woods
This document discusses the VA's Blue Button and Open Notes initiatives which aim to give patients access to their health records and information. It notes that over 1.9 million VA patients have registered for online access to their records through My HealtheVet. The document outlines what health data is currently available to patients through the VA's patient portal as well as what additional data may be made available in the future. It discusses the benefits of open notes and greater patient access to health records based on studies that have found it improves patient-provider communication, patient knowledge and self-care, and patient participation in their care. The document advocates for continued expansion of patient access to health records and greater patient involvement in healthcare design and delivery.
The document discusses using social media to understand patient journeys and identify opportunities to educate patients about a rheumatoid arthritis treatment called Product R. It describes analyzing social media posts to develop themes around patient barriers, milestones, and information needs at different stages, including treatment initiation, managing the condition, and becoming engaged in treatment. The analysis revealed opportunities to provide educational resources on side effects, problem solving strategies, and tools to facilitate patient-doctor communication.
The NPA's new report, Face to Face, brings together true life stories about the benefits of accessible, locally based healthcare, and shows the importance of face to face relationships between patients and health professionals. It's a reminder that the human touch matters in healthcare.
Patient groups and other stakeholders are invited to consider the policy and practice implications of this new report
This document discusses the issue of casual consent to treatment in Pakistan's healthcare system. It argues that while internationally the concept of informed consent is recognized, consent is still largely neglected in Pakistan. Doctors often view consent as a formality rather than properly informing patients. This fails to respect patient autonomy and leaves doctors legally vulnerable. The article calls for reforms to establish proper informed consent standards and processes in Pakistan.
April 28, 2017
Transparency is a relatively new concept to the world of health and health care, considering that just a few short decades ago we were still in the throes of a “doctor-knows-best” model. Today, however, transparency is found on almost every short list of solutions to a variety of health policy problems, ranging from conflicts of interest to rising drug costs to promoting efficient use of health care resources, and more. Doctors are now expected to be transparent about patient diagnoses and treatment options, hospitals are expected to be transparent about error rates, insurers about policy limitations, companies about prices, researchers about data, and policymakers about priorities and rationales for health policy intervention. But a number of important legal and ethical questions remain. For example, what exactly does transparency mean in the context of health, who has a responsibility to be transparent and to whom, what legal mechanisms are there to promote transparency, and what legal protections are needed for things like privacy, intellectual property, and the like? More specifically, when can transparency improve health and health care, and when is it likely to be nothing more than platitude?
This conference aimed to: (1) identify the various thematic roles transparency has been called on to play in American health policy, and why it has emerged in these spaces; (2) understand when, where, how, and why transparency may be a useful policy tool in relation to health and health care, what it can realistically be expected to achieve, and when it is unlikely to be successful, including limits on how patients and consumers utilize information even when we have transparency; (3) assess the legal and ethical issues raised by transparency in health and health care, including obstacles and opportunities; (4) learn from comparative examples of transparency, both in other sectors and outside the United States. In sum, we hope to reach better understandings of this health policy buzzword so that transparency can be utilized as a solution to pressing health policy issues where appropriate, while recognizing its true limitations.
Learn more on our website: http://petrieflom.law.harvard.edu/events/details/2017-annual-conference
At the end of the session patient/ family/ advisors/ champions as well as health providers/ leaders/ authorities will leave with at least one practical idea to advance patient engagement in medication safety as a result of their increased understanding of:
. the role and responsibilities of patients/ families in medication safety
. different approaches to patient engagement in medication safety
. influencing factors (e.g. health literacy, culture, organizational and public policy)
. supporting resources and leading practices
Utilizing Care Management Nurses to Improve Transitions in Care in the Oupati...Tanisha Davis
This document discusses a proposal to utilize care management nurses to improve care transitions for high-risk congestive heart failure (CHF) patients in the outpatient setting. It identifies opportunities to improve medication reconciliation and CHF education using teach-back methods. A literature review supports interventions like medication reconciliation, care coordination, CHF education and post-discharge follow up to reduce readmissions. The proposal is to pilot this approach for CHF patients through a microsystem project using a PDSA framework to study workflows and standardized processes for assessments, education and medication reconciliation across care transitions.
How useful are advance directives in directing end of life care and do people really understand or want to know the true status of their health as the end nears?
Va open notes and blue button va ehealth university dec 2012Susan Woods
This document discusses the VA's Blue Button and Open Notes initiatives which aim to give patients access to their health records and information. It notes that over 1.9 million VA patients have registered for online access to their records through My HealtheVet. The document outlines what health data is currently available to patients through the VA's patient portal as well as what additional data may be made available in the future. It discusses the benefits of open notes and greater patient access to health records based on studies that have found it improves patient-provider communication, patient knowledge and self-care, and patient participation in their care. The document advocates for continued expansion of patient access to health records and greater patient involvement in healthcare design and delivery.
The document discusses using social media to understand patient journeys and identify opportunities to educate patients about a rheumatoid arthritis treatment called Product R. It describes analyzing social media posts to develop themes around patient barriers, milestones, and information needs at different stages, including treatment initiation, managing the condition, and becoming engaged in treatment. The analysis revealed opportunities to provide educational resources on side effects, problem solving strategies, and tools to facilitate patient-doctor communication.
The NPA's new report, Face to Face, brings together true life stories about the benefits of accessible, locally based healthcare, and shows the importance of face to face relationships between patients and health professionals. It's a reminder that the human touch matters in healthcare.
Patient groups and other stakeholders are invited to consider the policy and practice implications of this new report
The document discusses the importance of apologies in healthcare when errors occur. It states that errors are an inevitable part of healthcare due to its complex nature but can result in patient complaints. A prompt apology within 24 hours is valuable for providing comfort to patients and healing relationships. The apology should include an expression of regret, acknowledgement of the error, sympathy for the patient, and reassurance that steps will be taken to prevent future occurrences. Studies show that a policy of open disclosure coupled with a sincere apology can reduce legal disputes and restore patient trust in the healthcare system.
Abstract Workshop On Psycho Oncology Alleviation.7[1]Al-Sadeel Society
This document provides an abstract for a workshop on alleviating fear, frustration, and sense of loss through non-pharmacological treatment modalities in psycho-oncology. It summarizes several articles focused on compassionate honesty in discussions between oncologists and patients about prognosis and end-of-life care. The articles discuss strategies for setting realistic goals and expectations, providing prognostic information in an honest yet hopeful manner, engaging in shared decision making, and addressing patients' questions and concerns openly and supportively.
This editorial commentary discusses a study that assessed the impact of provider expertise on quality of HIV care. The study found that patients treated by providers with low HIV patient volumes (<20 patients) had poorer outcomes compared to patients treated by more experienced providers. While HIV treatment has improved, making the disease potentially manageable by generalists, this study suggests that HIV infection should still be considered a disease best managed or co-managed by experts, due to the importance of maintaining high quality care.
Joint primer by the National Association of Healthcare Purchaser Coalitions and the Washington Health Alliance in promoting adoption of Choosing Wisely in the state of Washington
This document discusses engaging patients as partners in patient safety efforts. It notes that while traditional methods have focused on competent staff and well-defined systems, medical error rates remain alarming. The patient is often the only constant in their care, and can serve as an extra set of eyes to help catch potential mistakes. The document advocates educating patients on safety issues and their role, and empowering them with information to play a proactive role in reducing errors. It also acknowledges some patients may prefer a more passive role unless caregivers are supportive of their involvement.
Aligning Incentives for Patient Engagement: Enabling Widespread Implementation of Shared Decision Making
May 24, 2013
John E. Wennberg, The Dartmouth Institute
Advance Directives & Advance Care Planning | VITAS HealthcareVITAS Healthcare
Learn how healthcare professionals can ensure that their patients’ voices are heard by embracing advance care planning (ACP), defined as honest conversations about how patients want to be cared for at the end of life if they are unable to communicate or make decisions. This webinar explores advance directives, the legal documents that spell out patients’ wishes for family members, caregivers and healthcare teams.
This document discusses the legal and ethical implications of a medical error where a 62-year old woman, Ms. W, received wrong-site surgery to remove skin cancer. The medical staff failed to follow protocol by not conducting a pre-operative "time-out" to confirm the correct procedure and site. This breach of duty constituted negligence and corporate negligence on the part of the hospital. Ethical principles of justice and nonmaleficence were also violated. While the physician disclosed the error to Ms. W, training for medical staff on disclosure protocols could help prevent litigation and support patient healing going forward.
This document provides instructions for a case study on fall risk assessment and prevention for an elderly patient. It includes background information on the patient, subjective data collected, nursing diagnoses identified, and next steps outlined. The CNS's next steps are to review additional interdisciplinary assessment data focusing on cardiovascular health, functional status, environment, and medication usage to fully understand fall risk factors and develop an evidence-based fall prevention plan.
This document summarizes challenges in providing preventive care services to older adults in the United States. Fewer than half of those aged 65 and older are up-to-date on recommended preventive services like immunizations and cancer screenings. While some goals have been met, like mammogram rates, the US still falls short of goals for vaccinating older adults against herpes zoster and pneumococcal disease. Barriers include a healthcare system focused on sickness rather than prevention, time constraints in medical visits, lack of awareness among patients and doctors of available preventive services like annual visits and weight loss counseling, and off-putting topics like colon cancer screening that require more discussion.
Aligning Incentives for Patient Engagement: Enabling Widespread Implementation of Shared Decision Making
May 23, 2013
Angela Coulter, Informed Medical Decisions Foundation
Dominick Frosch, Gordon and Betty Moore Foundation
Floyd J. Fowler, Informed Medical Decisions Foundation
This document discusses issues with care for the elderly and terminally ill in hospice facilities. It notes that doctors often have high patient loads in these facilities, which can lead to overmedication of patients due to lack of communication between doctors. The document also discusses how Americans often want a quick medical fix, which can negatively impact elderly patients if they mix over-the-counter drugs with prescription medications or overdose on medications. Overall, the document examines some of the challenges around quality of care for vulnerable patient populations in end-of-life care facilities.
The document discusses complex patient journeys and tools to impact them. It begins by defining key dimensions and inflection points of patient journeys. Dimensions include the healthcare, disease/therapy, and human journeys. Inflection points are moments where outcomes are predicted. Behavioral science and cognitive-behavioral therapy can be used to intervene at these points by addressing cognitive, emotional, and behavioral barriers. A case study examines using these tools to help appropriate diabetes patients initiate insulin injections by addressing a patient's needle anxiety through cognitive reframing and desensitization exercises.
This document summarizes a presentation on whether incidental findings from prenatal testing should always be reported to patients. It discusses the case for reporting all incidental findings by defining what incidental findings are and outlining the purpose and goals of prenatal diagnosis. It then applies principles of medical ethics including autonomy, beneficence, non-maleficence, and justice to argue that incidental findings of known clinical significance that are actionable should be reported. It acknowledges the difficulty of incidental findings of unknown significance but still argues they should be shared with parents so they can make informed decisions. Finally, it addresses concerns about discovering late-onset untreatable diseases and risks of anxiety, but concludes that an ethical approach is to
Shared decision making: Changing the relationship between doctor and patientMarkus Oei
This document discusses shared decision making between doctors and patients. It defines shared decision making as a process where doctors and patients make medical decisions together by considering evidence-based treatment options, their risks and benefits, and the patient's values and preferences. The document notes that while shared decision making improves health outcomes, many patients are not aware they have treatment choices and doctors do not always discuss patient preferences. It argues we need decision support tools, reliable patient information from various sources, and ways to effectively deliver this information to patients to facilitate shared decision making in clinical practice.
This document discusses trends in healthcare in 2016 related to clinical trials and research participation. It notes that new technologies are dramatically increasing the size and scope of clinical trials by making it easier for more people to participate remotely through mobile apps and sensors. Traditional trials typically took a year to recruit 10,000 people across 50 medical centers, while new methods can recruit that number from 30,000 people in just one month.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect responsiveness, convenience, and a good customer experience from their healthcare providers just as they do from other industries. The document summarizes research finding that patients are as likely to switch doctors or hospitals as they are hotels if they don't get good service. It also notes that consumers want quick appointments, convenience, cost transparency, and will pay more for services they value. The document concludes that providing a better customer experience will help healthcare providers improve patient loyalty and financial performance.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
The document discusses the importance of apologies in healthcare when errors occur. It states that errors are an inevitable part of healthcare due to its complex nature but can result in patient complaints. A prompt apology within 24 hours is valuable for providing comfort to patients and healing relationships. The apology should include an expression of regret, acknowledgement of the error, sympathy for the patient, and reassurance that steps will be taken to prevent future occurrences. Studies show that a policy of open disclosure coupled with a sincere apology can reduce legal disputes and restore patient trust in the healthcare system.
Abstract Workshop On Psycho Oncology Alleviation.7[1]Al-Sadeel Society
This document provides an abstract for a workshop on alleviating fear, frustration, and sense of loss through non-pharmacological treatment modalities in psycho-oncology. It summarizes several articles focused on compassionate honesty in discussions between oncologists and patients about prognosis and end-of-life care. The articles discuss strategies for setting realistic goals and expectations, providing prognostic information in an honest yet hopeful manner, engaging in shared decision making, and addressing patients' questions and concerns openly and supportively.
This editorial commentary discusses a study that assessed the impact of provider expertise on quality of HIV care. The study found that patients treated by providers with low HIV patient volumes (<20 patients) had poorer outcomes compared to patients treated by more experienced providers. While HIV treatment has improved, making the disease potentially manageable by generalists, this study suggests that HIV infection should still be considered a disease best managed or co-managed by experts, due to the importance of maintaining high quality care.
Joint primer by the National Association of Healthcare Purchaser Coalitions and the Washington Health Alliance in promoting adoption of Choosing Wisely in the state of Washington
This document discusses engaging patients as partners in patient safety efforts. It notes that while traditional methods have focused on competent staff and well-defined systems, medical error rates remain alarming. The patient is often the only constant in their care, and can serve as an extra set of eyes to help catch potential mistakes. The document advocates educating patients on safety issues and their role, and empowering them with information to play a proactive role in reducing errors. It also acknowledges some patients may prefer a more passive role unless caregivers are supportive of their involvement.
Aligning Incentives for Patient Engagement: Enabling Widespread Implementation of Shared Decision Making
May 24, 2013
John E. Wennberg, The Dartmouth Institute
Advance Directives & Advance Care Planning | VITAS HealthcareVITAS Healthcare
Learn how healthcare professionals can ensure that their patients’ voices are heard by embracing advance care planning (ACP), defined as honest conversations about how patients want to be cared for at the end of life if they are unable to communicate or make decisions. This webinar explores advance directives, the legal documents that spell out patients’ wishes for family members, caregivers and healthcare teams.
This document discusses the legal and ethical implications of a medical error where a 62-year old woman, Ms. W, received wrong-site surgery to remove skin cancer. The medical staff failed to follow protocol by not conducting a pre-operative "time-out" to confirm the correct procedure and site. This breach of duty constituted negligence and corporate negligence on the part of the hospital. Ethical principles of justice and nonmaleficence were also violated. While the physician disclosed the error to Ms. W, training for medical staff on disclosure protocols could help prevent litigation and support patient healing going forward.
This document provides instructions for a case study on fall risk assessment and prevention for an elderly patient. It includes background information on the patient, subjective data collected, nursing diagnoses identified, and next steps outlined. The CNS's next steps are to review additional interdisciplinary assessment data focusing on cardiovascular health, functional status, environment, and medication usage to fully understand fall risk factors and develop an evidence-based fall prevention plan.
This document summarizes challenges in providing preventive care services to older adults in the United States. Fewer than half of those aged 65 and older are up-to-date on recommended preventive services like immunizations and cancer screenings. While some goals have been met, like mammogram rates, the US still falls short of goals for vaccinating older adults against herpes zoster and pneumococcal disease. Barriers include a healthcare system focused on sickness rather than prevention, time constraints in medical visits, lack of awareness among patients and doctors of available preventive services like annual visits and weight loss counseling, and off-putting topics like colon cancer screening that require more discussion.
Aligning Incentives for Patient Engagement: Enabling Widespread Implementation of Shared Decision Making
May 23, 2013
Angela Coulter, Informed Medical Decisions Foundation
Dominick Frosch, Gordon and Betty Moore Foundation
Floyd J. Fowler, Informed Medical Decisions Foundation
This document discusses issues with care for the elderly and terminally ill in hospice facilities. It notes that doctors often have high patient loads in these facilities, which can lead to overmedication of patients due to lack of communication between doctors. The document also discusses how Americans often want a quick medical fix, which can negatively impact elderly patients if they mix over-the-counter drugs with prescription medications or overdose on medications. Overall, the document examines some of the challenges around quality of care for vulnerable patient populations in end-of-life care facilities.
The document discusses complex patient journeys and tools to impact them. It begins by defining key dimensions and inflection points of patient journeys. Dimensions include the healthcare, disease/therapy, and human journeys. Inflection points are moments where outcomes are predicted. Behavioral science and cognitive-behavioral therapy can be used to intervene at these points by addressing cognitive, emotional, and behavioral barriers. A case study examines using these tools to help appropriate diabetes patients initiate insulin injections by addressing a patient's needle anxiety through cognitive reframing and desensitization exercises.
This document summarizes a presentation on whether incidental findings from prenatal testing should always be reported to patients. It discusses the case for reporting all incidental findings by defining what incidental findings are and outlining the purpose and goals of prenatal diagnosis. It then applies principles of medical ethics including autonomy, beneficence, non-maleficence, and justice to argue that incidental findings of known clinical significance that are actionable should be reported. It acknowledges the difficulty of incidental findings of unknown significance but still argues they should be shared with parents so they can make informed decisions. Finally, it addresses concerns about discovering late-onset untreatable diseases and risks of anxiety, but concludes that an ethical approach is to
Shared decision making: Changing the relationship between doctor and patientMarkus Oei
This document discusses shared decision making between doctors and patients. It defines shared decision making as a process where doctors and patients make medical decisions together by considering evidence-based treatment options, their risks and benefits, and the patient's values and preferences. The document notes that while shared decision making improves health outcomes, many patients are not aware they have treatment choices and doctors do not always discuss patient preferences. It argues we need decision support tools, reliable patient information from various sources, and ways to effectively deliver this information to patients to facilitate shared decision making in clinical practice.
This document discusses trends in healthcare in 2016 related to clinical trials and research participation. It notes that new technologies are dramatically increasing the size and scope of clinical trials by making it easier for more people to participate remotely through mobile apps and sensors. Traditional trials typically took a year to recruit 10,000 people across 50 medical centers, while new methods can recruit that number from 30,000 people in just one month.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect responsiveness, convenience, and a good customer experience from their healthcare providers just as they do from other industries. The document summarizes research finding that patients are as likely to switch doctors or hospitals as they are hotels if they don't get good service. It also notes that consumers want quick appointments, convenience, cost transparency, and will pay more for services they value. The document concludes that providing a better customer experience will help healthcare providers improve patient loyalty and financial performance.
This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
This document discusses ways to boost adoption of telehealth services. It identifies three key strategies: 1) Build awareness of telehealth through marketing and communication efforts. Physician recommendations and digital campaigns can be especially effective. 2) Overcome concerns about quality of care by assuring patients they will receive evidence-based care from providers they know and trust. 3) Treat every patient interaction as an opportunity to promote telehealth, whether through administrative staff, clinicians, or digital channels like patient portals and email. Recommendations from trusted sources can significantly increase patient uptake of telehealth.
How do we see the healthcare's digital future and its impact on our lives?Jane Vita
"Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post-institutional age of increased personal responsibility, which presents healthcare service providers and other players in the field with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways." Mirkka Länsisalo
A co-creation with Mirkka Läansisalo and Sala Heinänen, at Futurice.
Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post- institutional age of increased personal responsibility, which presents healthcare service providers and other players in the eld with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways.
A consumer study prepared by PwC to investigate how behavioral, regulatory, and technological disruption are changing consumer's approaches to managing their health.
Study measures usage and sentiments toward telehealth. The results are weighted to be representative of the American adult population across standard demographics.
The COVID pandemic has significantly reduced patient traffic at hospitals due to fears of exposure. A study found that 70% of patients have major concerns about visiting emergency rooms during the pandemic due to fears of exposure to COVID-19 from other patients and staff. Patients were most concerned about waiting rooms and the care delivery areas. To alleviate these fears, the study recommends that hospitals publish patient safety guidelines, provide real-time updates on wait times, and leverage over 300 patient suggestions on improving safety and communication. Addressing patient concerns is critical for hospitals to deliver needed care during the pandemic.
This document discusses gender differences in leadership styles and their relevance to the military. It notes that research has found men and women tend to lead in different ways, with women's styles focusing more on vision, collaboration, communication and empowering subordinates. These styles align with modern leadership theories emphasizing qualities often associated with female leaders. While the military has traditionally emphasized strict command, future challenges will require key leadership skills like vision and building consensus. As such, many female leadership styles could effectively complement military leadership by incorporating both sides of thinking and flexible structures.
Nothing in our world is changing as quickly as healthcare. Patients are using search, social media and apps to diagnose symptoms, research physicians, schedule appointments, access medical records, connect with other patients and take a more active role in their health. At the same time the tremendous amount of data created by this activity means patients have a much larger digital footprint than ever before. Savvy healthcare marketers can use this data to attract new patients, improve care and collaborate with other healthcare professional. Learn how the patients of today and tomorrow are using technology as a key part of their healthcare and how you can be a bigger part of the Digital Patient Journey.
Millennial Mindset - Collaborative Clinician [lo res spreads]Amanda Cote Loban
Millennial physicians approach their practice differently than non-millennial physicians. They expect more collaboration with patients, peers, and pharmaceutical companies. They prefer learning about new treatments from their peers rather than independently. While they value the information provided by pharmaceutical companies, most will only consider it as a second opinion after finding information elsewhere first. Millennial physicians want transparency and authenticity from pharmaceutical companies and tools that integrate with their workflow and facilitate peer interaction.
Consumers have limited loyalty to healthcare providers and are open to switching primary care physicians. Younger consumers especially lack loyalty, with over 60% of those aged 18-44 willing to switch. Providers need to develop trust and deliver value through personalized communications and programs that meet consumer needs and preferences in order to build stronger engagement and loyalty. Consumers are looking for convenient access, rewards for healthy behaviors, and guidance on managing costs. Sharing fitness and shopping data with providers could also improve health if used to benefit consumers. However, most consumer engagement currently is limited, through phone contact alone.
5 The Physician–Patient Relationship Learning Objectives After.docxalinainglis
5 The Physician–Patient Relationship
Learning Objectives
After completing this chapter, you will be able to:
· 1. Define the key terms.
· 2. Describe the rights a physician has when practicing medicine and when accepting a patient.
· 3. Discuss the nine principles of medical ethics as designated by the American Medical Association (AMA).
· 4. Summarize “A Patient’s Bill of Rights.”
· 5. Understand standard of care and how it is applied to the practice of medicine.
· 6. Discuss three patient self-determination acts.
· 7. Describe the difference between implied consent and informed consent.
Key Terms
Abandonment
Acquired immune deficiency syndrome (AIDS)
Advance directive
Against medical advice (AMA)
Agent
Consent
Do not resuscitate (DNR)
Durable power of attorney
Human immunodeficiency
virus (HIV)
Implied consent
Informed (or expressed)
consent
Incompetent patient
In loco parentis
Living will
Minor
Noncompliant patient
Parens patriae authority
Privileged communication
Prognosis
Proxy
Uniform Anatomical Gift Act
THE CASE OF DAVID Z. AND AMYOTROPHIC LATERAL SCLEROSIS (ALS)
David, who has suffered with ALS for 20 years, is now hospitalized in a private religious hospital on a respirator. He spoke with his physician before he became incapacitated and asked that he be allowed to die if the suffering became too much for him. The physician agreed that, while he would not give David any drugs to assist a suicide, he would discontinue David’s respirator if asked to do so. David has now indicated through a prearranged code of blinking eye movements that he wants the respirator discontinued. David had signed his living will before he became ill, indicating that he did not want extraordinary means keeping him alive.
The nursing staff has alerted the hospital administrator about the impending discontinuation of the respirator. The administrator tells the physician that this is against the hospital’s policy. She states that once a patient is placed on a respirator, the family must seek a court order to have him or her removed from this type of life support. In addition, it is against hospital policy to have any staff members present during such a procedure. After consulting with the family, the physician orders an ambulance to transport the patient back to his home, where the physician discontinues the life support.
· 1. What were the primary concerns of the hospital?
· 2. What was the physician’s primary concern?
· 3. When should the discussion about the patient’s future plans have taken place with the hospital administrator?
Introduction
Few topics are as important as the physician–patient relationship. This relationship impacts the entire healthcare team. All healthcare professionals who interact with the patient must understand their responsibilities to both the patient and the physician. The patient’s right to confidentiality must always be paramount.
The first physicians were “medicine men,” witch doctors, or sorcerers. The physician–pa.
The survey of over 2,000 UK physicians found that while most feel confident treating homeless patients' acute medical issues, many lack training on the complex needs of this population. Nearly 30% were unsure if they had discharged homeless patients without housing arrangements. Coordinating health and social services is key to improving outcomes, but physicians feel constrained by limited resources and bed pressures. Developing multidisciplinary homeless healthcare teams and advocating for patients' housing needs can help address the social determinants worsening their health.
From Patients to ePatients Driving a new paradigm for online clinical collabo...ddbennett
CareTech eHealth Innovation Series
From Patients to ePatients Driving a new paradigm for online clinical collaboration and health management
David Bennett, SVP, Interactive Solutions
StayWell Custom Communications
Anthony Chipelo, Director, Portal Strategies
CareTech Solutions
The world stands to lose close to 10% of total economic value by mid-century if climate change stays on the currently-anticipated trajectory, and the Paris Agreement and 2050 net-zero emissions targets are not met.
Many emerging markets have most to gain if the world is able to rein in temperature gains. For example, action today to get back to the Paris temperature rise scenario would mean economies in southeast Asia could prevent around a quarter of the gross domestic product (GDP) loss by mid-century that they may otherwise suffer. Our analysis in this report is unique in explicitly simulating for the many uncertainties around the impacts of climate change. It shows that those economies most vulnerable to the potential physical risks of climate change stand to benefit most from keeping temperature rises in check. This includes some of the world's most dynamic emerging economies, the engines of global growth in the years to come. The message from the analysis is clear: no action on climate change is not an option.
Promise and peril: How artificial intelligence is transforming health careΔρ. Γιώργος K. Κασάπης
AI has enormous potential to improve the quality of health care, enable early diagnosis of diseases, and reduce costs. But if implemented incautiously, AI can exacerbate health disparities, endanger patient privacy, and perpetuate bias. STAT, with support from the Commonwealth Fund, explored these possibilities and pitfalls during the past year and a half, illuminating best practices while identifying concerns and regulatory gaps. This report includes many of the articles we published and summarizes our findings, as well as recommendations we heard from caregivers, health care executives, academic experts, patient advocates, and others.
In 2020, Amnesty International recorded the lowest number of executions in over a decade at 483. This was a 26% decrease from 2019. Four countries - Iran, Egypt, Iraq and Saudi Arabia - accounted for 88% of all recorded executions. The global number of known death sentences also decreased by 36% compared to 2019, partly due to disruptions from the Covid-19 pandemic. However, some countries like Egypt more than tripled their executions and the US resumed federal executions after a 17-year hiatus, putting 10 men to death over 5 months. Overall, the report found that the trend towards global abolition of the death penalty continued in 2020, but the pandemic exacerbated the cruelty of capital punishment in some retaining
Aviva’s first How We Live report was published in September 2020 when the world was firmly in the grip of a global pandemic. In the UK the vaccination programme is well underway and the mood of the nation is hopeful. This latest How We Live report looks at the long-term effects of the Coronavirus outbreak and considers its impact on our future behaviours.
We interviewed 4,000 adults across the UK to gather their views on a wide range of lifestyle decisions including property priorities, home-working, green living, career paths, vehicle choices and holiday plans. We also asked whether people had experienced any positive outcomes from the Covid pandemic. This report considers the practical and emotional skills which have been fostered as a result. Since the beginning of 2020, the UK has seen immense change. As we look forward to a sense of “normality” it remains to be seen which aspects of life will return to their previous states, and where we can expect changes to become permanent fixtures.
The life insurance industry provides protection against the financial consequences of the premature death of a family breadwinner, disability, or outliving one’s retirement assets. But how are life insurance products actually designed and priced?
Product committees comprising agents, underwriters, actuaries, and senior management sit and discuss what new products should be offered. The agents have vast experience visiting with policyholders to determine their needs. Underwriters set the guidelines on which policyholders will be accepted and/or rated. Smart actuaries (while most would find this redundant, some would call it an oxymoron) assess the potential risks in these products and set a potential price. Senior management listens to agents, underwriters, and actuaries and helps finalize the product design, the guidelines for accepting risks, and the price. The programmers will also have to be contacted to determine the cost of administering the products. Many iterations of these discussions may take place before a product is ready for sale. The entire process could take up to a year.
Some of these products are quite complex, taking into account long-term interest rates and probabilities of death/survival, disability, and lapse. With this lengthy and rigorous process, one would imagine that few mistakes are made. However, this is not the case. What follows are a few examples of major product mistakes which cost the life insurance industry a lot of time, money, and bad publicity.
The COVID-19 pandemic and subsequent lockdowns forced many insurers to accelerate the transition to digital business models. In many countries, this transition has been remarkably successful, however, the crisis also highlighted the critical role played by national regulatory frameworks in both hindering and facilitating the shift to digitalisation in the insurance industry. COVID-19 lockdowns highlighted the critical role of national regulatory frameworks in both hindering and facilitating the shift to digitalisation in the insurance industry. Digitalisation is not a goal in itself, but provides insurers and their customers with benefits that are particularly useful in situations where in-person interactions cannot take place, played out in its fullest form during the COVID-19-induced lockdowns. Digitalisation drives an increase in speed and efficiency, irrespective of where the customer is located, and promises improved customer service and satisfaction.
The document discusses the Internet of Things (IoT) and its implications for insurance. It notes that as more "things" become connected to the internet and collect data, this creates opportunities for new types of insurance products based on device interactions and data-driven risk assessments. However, it also raises issues around data integrity, privacy, security and regulation that must be addressed. The insurance industry could gain over $1 trillion in new premiums if it properly manages risks related to data, cybersecurity, cloud computing and more.
The rapid rise of online political campaigning has made most political financing regulations obsolete, putting transparency and accountability at risk. Seven in 10 countries worldwide do not have any specific limits on online spending on election campaigns, with six out of 10 not having any restrictions on online political advertising at all.
Highlights
• On average, concerns over Innovation was ranked highest, followed by Implications of Covid-19 • Respondents indicated innovation is important, but are mostly in process
• Respondents were mostly confident in implementing their innovation plans.
• Nearly half of respondents indicated their focus was on the customer experience • Most respondents expect some negative impact from Covid-19, with decreased profit indicated most, followed by decreased sales effectiveness, which are likely related
• The most common change in response to the Covid-19 impact were workplace and staffing changes, followed by technology investments
• Of the respondents, 92% indicated cyber security was important or very important.
• Continuous effort was ranked highest, and Mitigating internal threats, Identifying external threats, and Prioritizing identifying cyber risks were ranked next.
• While 95% of respondents indicated emerging threats were important or very important, 28% Indicated they were very good at responding to them
• For resiliency and sustainability, corporate ESG and R&S for internal operations were ranked as the highest priorities
iis the institutes innovation covid-19
What North America’s top finance executives are thinking - and doingΔρ. Γιώργος K. Κασάπης
Each quarter (since 2Q10), CFO Signals has tracked the thinking and actions of CFOs representing many of North America’s largest and most influential companies. All respondents are CFOs from the US, Canada, and Mexico, and the vast majority are from companies with more than $1 billion in annual revenue. The 1Q 2021 survey was open from February 8-19, 2021. A total of 128 CFOs participated, 69% from public companies and 31% from privately held companies.
Democratic watchdog organization Freedom House has released its annual ranking of the world's most free and most suppressed nations.
The report is a key barometer for global democracy and this year's edition found that global freedom has declined for the 15th straight year. 2020 was a turbulent year with the pandemic, violent conflict and economic and physical insecurity leading to democracy's defenders sustaining heavy losses against authoritarian foes which has resulted in a shift in the internatioal baance in favor of tyranny.
A total of 195 countries and 15 territories were analyzed on their levels of access to political rights and civil liberties with the number experiencing a deterioration in their freedom scores exceeding the number that saw improvement by the widest margin since 2006. In 2020, nearly 75 percent of the world's population lived under a government that saw its democracy score decline in the past year.
Women, Business and the Law 2021 is the seventh in a series of annual studies measuring the laws and regulations that affect women’s economic opportunity in 190 economies. Amidst a global pandemic that threatens progress toward gender equality, the report identifies barriers to women’s economic participation and encourages reform of discriminatory laws. This year, the study also includes important findings on government responses to the COVID-19 crisis and pilot research related to childcare and women’s access to justice.
Strong competition undoubtedly contributes to a country’s productivity and economic growth. The primary objective of a competition policy is to enhance consumer welfare by promoting competition and controlling practices that could restrict it. More competitive markets stimulate innovation and generally lead to lower prices for consumers, increased product variety and quality, more entry and enhanced investment. Overall, greater competition is expected to deliver higher levels of welfare and economic growth.
Long-erm Care and Health Care Insurance in OECD and Other CountriesΔρ. Γιώργος K. Κασάπης
This report carries out a stocktaking of what systems have in OECD and non-OECD countries for longterm care and health care, as well as the types of insurance products that are made available in these countries. It is part of a broader project that examines the complementarity of the social security network with the private insurance market, which examines how insurance could support the public sector longterm care and health care systems, as well as considering the financing of long-term care and health care.
This tenth edition of Global Insurance Market Trends provides an overview of market trends to better understand the overall performance and health of the insurance market. This monitoring report is compiled using data from the OECD Global Insurance Statistics (GIS) exercise. The OECD has collected and analysed data on insurance in OECD countries, such as the number of insurance companies and employees, insurance premiums and investments by insurance companies, dating back to the 1980s. Over time, the framework of this exercise has expanded and now includes key items of the balance sheet and income statement of direct insurers and reinsurers.
Does AI threaten and undermine human value in the workplace more than any other technology? There have been significant advances in AI, but will their impact really be different this time?
This literature review takes stock of what is known about the impact of artificial intelligence on the labour market, including the impact on employment and wages, how AI will transform jobs and skill needs, and the impact on the work environment. The purpose is to identify gaps in the evidence base and inform future research on AI and the labour market.
The OECD has estimated that 14% of jobs are at high risk of automation.
•Despite this, employment grew in nearly all OECD countries over the period 2012-2019.
•At the country level, a higher risk of automation was associated with higher employment growth over the period. This might be because automation promotes employment growth by increasing productivity, although other factors are also at play.
•At the occupational level, however, employment growth was much lower in occupations at high risk of automation (6%) than in occupations at low risk (18%).
•Low-educated workers were more concentrated in high-risk occupations in 2012 and have become even more concentrated in these occupations since then.
•The low growth in jobs in high risk occupations has not led to a drop in the employment rate of low-educated workers. This is largely because the number of workers with a low education has fallen in line with the demand for these workers.
•Going forward, however, the risk of automation is increasingly falling on low-educated workers and the COVID-19 crisis is likely to accelerate automation, as companies reduce reliance on human labour and contact between workers, or re-shore some production.
Prescription drug prices in U.S. more than 2.5 times higher than in other cou...Δρ. Γιώργος K. Κασάπης
Prescription drugs cost an average of 2.56 times more in the United States than they do in 32 other countries, according to a new report from RAND Corporation.
That disparity is even greater for brand name drugs, with U.S. prices averaging 3.44 times those in comparison nations. The study also found that prices for unbranded generic drugs — which account for 84% of drugs sold in the United States by volume but only 12% of U.S. spending — are slightly lower in the United States than in most other countries.
‘A circular nightmare’: Short-staffed nursing homes spark Covid-19 outbreaks,...Δρ. Γιώργος K. Κασάπης
Nursing homes have suffered grievously in the coronavirus pandemic. Chronically understaffed, that’s getting worse, a new US Pirg Education Fund analysis says. The shortage of direct-care workers rose from 20% of U.S. nursing homes in May to 23% in December. Too few workers raises stress among staff, the authors argue, making them and the residents they care for more vulnerable to Covid-19 infections, reducing staff further in “a circular nightmare.”
This document analyzes the impacts of utility disconnection and eviction moratoria policies on COVID-19 infections and deaths across US counties. It finds that policies limiting evictions reduced COVID-19 infections by 3.8% and deaths by 11%, while moratoria on utility disconnections reduced infections by 4.4% and deaths by 7.4%. Had these policies been adopted nationwide, infections could have been reduced up to 14.2% and deaths up to 40.7% with eviction moratoria, and infections reduced up to 8.7% and deaths up to 14.8% with utility disconnection moratoria. The document provides background on housing precarity and heterogeneity in government COVID-
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This particular slides consist of- what is Pneumothorax,what are it's causes and it's effect on body, risk factors, symptoms,complications, diagnosis and role of physiotherapy in it.
This slide is very helpful for physiotherapy students and also for other medical and healthcare students.
Here is a summary of Pneumothorax:
Pneumothorax, also known as a collapsed lung, is a condition that occurs when air leaks into the space between the lung and chest wall. This air buildup puts pressure on the lung, preventing it from expanding fully when you breathe. A pneumothorax can cause a complete or partial collapse of the lung.
2024 HIPAA Compliance Training Guide to the Compliance OfficersConference Panel
Join us for a comprehensive 90-minute lesson designed specifically for Compliance Officers and Practice/Business Managers. This 2024 HIPAA Training session will guide you through the critical steps needed to ensure your practice is fully prepared for upcoming audits. Key updates and significant changes under the Omnibus Rule will be covered, along with the latest applicable updates for 2024.
Key Areas Covered:
Texting and Email Communication: Understand the compliance requirements for electronic communication.
Encryption Standards: Learn what is necessary and what is overhyped.
Medical Messaging and Voice Data: Ensure secure handling of sensitive information.
IT Risk Factors: Identify and mitigate risks related to your IT infrastructure.
Why Attend:
Expert Instructor: Brian Tuttle, with over 20 years in Health IT and Compliance Consulting, brings invaluable experience and knowledge, including insights from over 1000 risk assessments and direct dealings with Office of Civil Rights HIPAA auditors.
Actionable Insights: Receive practical advice on preparing for audits and avoiding common mistakes.
Clarity on Compliance: Clear up misconceptions and understand the reality of HIPAA regulations.
Ensure your compliance strategy is up-to-date and effective. Enroll now and be prepared for the 2024 HIPAA audits.
Enroll Now to secure your spot in this crucial training session and ensure your HIPAA compliance is robust and audit-ready.
https://conferencepanel.com/conference/hipaa-training-for-the-compliance-officer-2024-updates
Michigan HealthTech Market Map 2024. Includes 7 categories: Policy Makers, Academic Innovation Centers, Digital Health Providers, Healthcare Providers, Payers / Insurance, Device Companies, Life Science Companies, Innovation Accelerators. Developed by the Michigan-Israel Business Accelerator
Get Covid Testing at Fit to Fly PCR TestNX Healthcare
A Fit-to-Fly PCR Test is a crucial service for travelers needing to meet the entry requirements of various countries or airlines. This test involves a polymerase chain reaction (PCR) test for COVID-19, which is considered the gold standard for detecting active infections. At our travel clinic in Leeds, we offer fast and reliable Fit to Fly PCR testing, providing you with an official certificate verifying your negative COVID-19 status. Our process is designed for convenience and accuracy, with quick turnaround times to ensure you receive your results and certificate in time for your departure. Trust our professional and experienced medical team to help you travel safely and compliantly, giving you peace of mind for your journey.
Letter to MREC - application to conduct studyAzreen Aj
Application to conduct study on research title 'Awareness and knowledge of oral cancer and precancer among dental outpatient in Klinik Pergigian Merlimau, Melaka'
MBC Support Group for Black Women – Insights in Genetic Testing.pdfbkling
Christina Spears, breast cancer genetic counselor at the Ohio State University Comprehensive Cancer Center, joined us for the MBC Support Group for Black Women to discuss the importance of genetic testing in communities of color and answer pressing questions.
International Cancer Survivors Day is celebrated during June, placing the spotlight not only on cancer survivors, but also their caregivers.
CANSA has compiled a list of tips and guidelines of support:
https://cansa.org.za/who-cares-for-cancer-patients-caregivers/
TEST BANK FOR Health Assessment in Nursing 7th Edition by Weber Chapters 1 - ...rightmanforbloodline
TEST BANK FOR Health Assessment in Nursing 7th Edition by Weber Chapters 1 - 34.
TEST BANK FOR Health Assessment in Nursing 7th Edition by Weber Chapters 1 - 34.
TEST BANK FOR Health Assessment in Nursing 7th Edition by Weber Chapters 1 - 34.
Comprehensive Rainy Season Advisory: Safety and Preparedness Tips.pdfDr Rachana Gujar
The "Comprehensive Rainy Season Advisory: Safety and Preparedness Tips" offers essential guidance for navigating rainy weather conditions. It covers strategies for staying safe during storms, flood prevention measures, and advice on preparing for inclement weather. This advisory aims to ensure individuals are equipped with the knowledge and resources to handle the challenges of the rainy season effectively, emphasizing safety, preparedness, and resilience.
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2. QUALTRICS
HEALTHCARE PAIN INDEX
2019+
++++++++++
This study looked at patients globally and highlights
noteworthy differences in the results based on
different geographies. In addition, differences
between healthcare systems from one country to
the next are crucial to understand.
The study examines common pain points, how
much patients are bothered by those pain points,
and whether any of those issues lead patients to fire
their doctor or refuse to attend a certain facility
ever again.
Intro
Healthcare is a daunting and often expensive part of
our lives. The experience of being sick or injured is
bad enough, but add to it everything from long waits
to high costs, and it only adds insult to injury.
Qualtrics Industry Pain Indexes look at common
frustrations and issues that customers experience
across various industries. Using data from a cross-
section of consumers, these studies do not compare
companies, but rather focus instead on industry-
wide trends.
What we measured
We examine three of the most common facilities
patients visit for health care — primary care
providers, emergency rooms, and urgent care
facilities — and the experiences patients have with
each of them.
This study focuses on patients’ specific pain points
and how much those pain points impact their
likelihood to return to a healthcare provider. The
research also addresses other key topics of interest
that relate to the patient experience, including:
+ Self diagnosis
+ Patient experience choice of providers
+ Trust in medical professionals
+ Virtual medicine
3. QUALTRICS
HEALTHCARE PAIAIN INDEX
2019
What we found
PAIN POINTS
Patients identified which negative experiences, or
"pain points," would stop them from visiting a
specific provider or facility again.
We identified similarities across types of facility and
regions. Perhaps the most notable was that
patients care more about clean and pleasant
waiting rooms than they do about short wait times
regardless of which facility type—emergency room,
urgent care, or primary care. For each facility type
globally, below is the percentage of patients who
say that experience would cause them not to return
to a specific provider: ...
It is also interesting to note that despite the fact
that many people experience very long wait times,
that isn’t a reason people say they would switch
between specific facilities. Whether this is due to
patients having very low expectations, few
alternatives, or are just genuinely not bothered by
waiting remains unclear.
Long wait times
URGENT CARE
Unpleasant waiting areas
11%
20%
11%
Long wait times
29%
6%
Long wait times
EMERGENCY ROOMS
Unpleasant waiting areas
PRIMARY CARE
Unpleasant waiting areas
Not only are unpleasant waiting areas a bigger
issue for patients than long wait times, unpleseant
waiting areas are also the single most cited reason
people said they would refuse to return to a
provider or facility:
In 7 out of 11 rankings, unpleasant waiting
areas was the most cited reason patients
would not return to a specific facility
Beyond returning to that specific facility in the
future, the quality of the waiting room experience
factors into one’s overall satisfaction with a
healthcare visit. Patients who found the waiting room
unpleasant at the ER on their last visit were 9X more
likely to be dissatisfied with their overall experience.
The number was 5X more for primary care patients
and 4X more likely for urgent care.
of ER and urgent care patients say they
have waited over an hour to be seen
within the last year50%
1111%%
29%
4. URGENT CARE PAIN POINTS
As with other facility types, unpleasant waiting
areas dominated the urgent care pain points.
Patients are 3X as likely to not go back to an urgent
care facility because the waiting room was
unpleasant, messy, or dirty than because of long
wait times, complicated billing, or having medical
personnel forget their names.
In most cases, if patients are deeply bothered by
something, they also cite it as a reason not to return
to a specific facility. However, nearly half of patients
cited poor communication and having to repeatedly
explain their situation to different people as
experiences that bothered them a lot, yet very few
said these things would keep them from returning
to a specific urgent care facility in the future.
Another thing people care deeply about? Knowing
someone is in charge of their care. When they get
passed from person to person too much, it quickly
becomes a negative experience. This was
particularly true at urgent care facilities.
What they do care about, however, are pricing
transparency and fairness and feeling confident that
medical staff are up-to-date on current research and
treatments. Specifically, higher than expected costs
is the number 1 reason people don’t return to a
specific emergency room. Cost expectations rank
lower for reasons a patient would not return to an
urgent care facility (4th) or primary care provider
(8th).
There were several places where members of
different generations had different experiences in
their visits to emergency rooms.
In addition, emergency room patients also report
the longest wait times amongst facility types. 21%
of emergency room patients said that in the last 12
months, they have waited over 4 hours to be seen at
the ER while 52% have waited over an hour. This
extra time in the waiting rooms may contribute to
emergency room patients being 9X more likely to
be dissatisfied overall if they find the waiting area
unpleasant than if they find it to be pleasant.
• Baby boomers are 2X as likely as
millennials to not be bothered by shared
emergency room bays
• Gen Xers are the most likely of all
generations to say they wouldn't return
to a specific emergency room because
of poor communication about their
health concerns.They are over 3.3X as
likely as baby boomers to feel that way.
EMERGENCY ROOM PAIN POINTS
Patients who go to the ER are generally less
sensitive to experience pain points than other care
types. That’s not necessarily surprising because
people tend to prioritize different things in
emergency situations.
QUALTRICS
HEALTHCARE PAIN INDEXAI
2019
1.8X
Urgent Care patients who work with
more than 2 medical personnel are
1.8X more likely to be dissatisfied
with their overall experience
5. QUALTRICS
HEALTHCARE PAIN INDEX
2019
PRIMARY CARE PAIN POINTS
Within primary care, there were many differences
among the experiences patients have in different
groups. For instance, patients who aren’t married
worry more about price. In fact, they are twice as
likely as married people to find high costs to be a
reason to switch primary care providers. One might
assume this is simply because younger people (who
may have less money) are also less likely to be
married. To control for this, we only looked at
patients above the age of 27, which is the average
age of marriage among the countries in this study.
When looking at differences between generations
we found that millennials are 70% more likely than
baby boomers to view unfriendly behavior as a
reason not to return to a primary care physician.
Gender plays an important role in people’s
perception:
In addition, how much money one makes also plays
a significant role in waiting room expectations.
While lack of waiting room entertainment does not
bother 65% of the respondents regardless of
income, of the remaining third, almost 10% of
Americans in the top household income quartile
cited a lack of waiting room entertainment as a
reason to not return to a primary care provider, but
not a single patient in the bottom 2 quartiles felt the
same way.
CHOOSING WHERE TO TURN
We wanted to understand where people turn for
help when faced with a serious, but non-life
threatening medical issue. The top 3 reactions
were:
When people face a serious, but non-life
threatening medical issue during normal business
hours, what’s the first thing they do? Head to their
primary care physician? Drive over to urgent care?
Turns out it depends in part on their insurance
situation.
Go to urgent care
Call/visit their primary care provider
Go to the emergency room
17%
45%
25%
Patients with health insurance are 61%
more likely to go straight to urgent care
than those without insurance.
Patients without insurance are 90%
more likely to look up their issues on the
internet in the hopes of self diagnosing
61%
90%
• Women are 2.5X as likely as men to
say that if a doctor or nurse forgets their
name they wouldn’t want to return to that
primary care provider
• Men are over 5X as likely than women
to cite lack of waiting room entertainment
as something that would keep them from
returning to a specific primary care
provider again
6. QUALTRICS
HEALTHCARE PAIN INDEX
2019
VIRTUAL CARE
Healthcare has recently seen the proliferation of
different virtual care tools so we checked in with
patients on their experiences with them. Most
people have still never had virtual care with 74% of
people noting that they have never received virtual
medical care
Globally, people like in-person care better and trust
it more than virtual care. In the US, among those
who have experienced both, patients prefer in-
person care about 15% more than virtual care.
Around the rest of the globe, the margin is larger.
For example, patients who have had virtual care are:
• In the Asia Pacific region, patients are
2.2X as likely to trust in-person care
more than virtualcare
• InEurope,patientsare2.3X as likelyto
trust in-personcare morethanvirtualcare
• InCanada,patientsare 3.8X as likely to
trust in-personmorethanvirtualcare
As with most new technologies, younger patients
are more likely to have received virtual care:
SELF-DIAGNOSING
They say you can find anything on the internet,
including what ails you. That begs the question: how
often do people actually try to diagnose themselves
using just the internet?
This acceptance of TV based diagnosis is
particularly true for younger generations with 90%
of Gen Z and millennials believing this happens
regularly. Meanwhile, baby boomers are hesitant to
believe this could happen as they are twice as likely
as everyone younger than they are to believe that
almost no one does this.
In addition, the wealthier you are the more likely
you are to have received virtual care:
The wealthiest quartile of Americans are
88% more likely than the bottom 50% of
earners to have received virtual care
What people believe about others is generally a
proxy for what they do themselves. That means
that the following data indicates that most people
use TV at least now and again to self-diagnose their
medical issues.
2.5X
Millennials are 2.5X more likely
than baby boomers to have
received virtual care
of patients believe that people regularly
self-diagnose based on what they read
on the internet97%
of patients believe that people self
diagnose based on what they’ve seen
on medical themed TV shows87%
7. TRUST & THE INTERNET
We also looked at how much patients trust for their
various providers. As one might expect—and hope
—98% of patients trust medical personnel
regardless of the type of care facility they work in.
Millennial patients are also 2.3X as likely as baby
boomers to trust NPs/PAs more than doctors.
The other conflict in trust we see today is when
there are contradictions between the guidance of
their doctor and what a patient reads on the
internet. There are some patients who trust the
internet more than their doctors. In fact, 1 in 10
emergency room and urgent care patients say
they would follow what they read on the internet,
even if it contradicted their doctor.
• 2.0X as likelyaspatients in Europeto
trustNPs and PAs more thandoctors
• 6.0X as likely aspatients in theAsia
Pacificregion to trust NPs and PAs more
thandoctors
QUALTRICS
HEALTHCARE PAIN INDEXAI
2019
of patients trust medical personnel
regardless of the type of care facility
they work in.98%
For primary care, we looked at the differences in
trust between physicians and nurse practitioners
(NP) or physician’s assistants (PA). 16% report
trusting the PA or NP at their primary care
provider more than their physician, while 40%
trust their physician more, and 44% trust them
equally. Geographically, we saw that patients in
North America are:
ER and urgent care patients said they
would follow what they read on the
internet even if it contradicted their
doctor.
Primary care patients are more likely to trust their
doctor over the internet. But there is a gap
between urgent care patients and those going to a
primary care physician. Patients who read
something on the internet that contradicts their
urgent care physicians are 4.1X as likely to ignore
the doctor's recommendation and rely on what
they read on the internet, than if the
recommendation came from their primary care
provider.
1IN10
8. Conclusion
The results of the 2019 Qualtrics Healthcare Pain
Index showed that some things beyond the quality
of the medical care can significantly affect a
patient's healthcare experience. Unpleasant waiting
areas, medical staff not being up to date on the
latest treatments, and hidden costs topped the
reasons for whether or not a patient returns to a
particular provider.
The key factors to manage during a patient’s
experience were not consistent across providers.
Urgent care patients were particularly sensitive to
getting passed between several doctors. Emergency
room patients are most sensitive to higher than
expected costs and most likely to be dissatisfied
with a visit if the waiting room was unpleasant. For
primary care patients, the demographic groups they
belong to may serve as the best indicator for what
will bother them most.
The results demonstrate the importance of
managing the patient experiences before, during,
and after healthcare visits. All it takes is one bad
moment to cause a patient to choose to go
elsewhere for healthcare in the future.
Methods
The patients in this study visited one of the three
types of medical facilities in the past year and were
at least 18 years of age. The study was global and
tracks any noteworthy differences in the results
based on different geographies.
All findings included in this report were statistically
significant at a 95% confidence level and a ±3%
margin of error.
QUALTRICS
HEALTHCARE PAIN INDEX
2019
9. QUALTRICS
HEALTHCARE PAIN INDEX
2019.
..
1. Unpleasantwaitingareas
2. Highcosts
3. Unfriendlystaff
4. Poorcommunication
5. Lackofempathyfrom medicalstaff
CANADA
Appendix:
This appendix contains the top 5 reasons patients would not return
to a specific facility or provider. The top reasons within each facility
type have been broken down by region.
Urgent care
US
EUROPE
1. Unpleasantwaitingareas
2. Medicalstaffnotlisteningtoconcerns
3. Believingmedicalstaffarenotuptodateon
currenttreatments
4. Highcosts
5. Gettingsickfromtheirvisit
ASIA PACIFIC
1. Unpleasantwaitingareas
2. Believingmedicalstaffarenotuptodateon
currenttreatments
3. Overcrowdedwaitingareas
4. Gettingsickfromtheirvisit
5. Poorcommunication
CANADA
1. Highcosts
2. Believingmedicalstaffare notup todateon
currenttreatments
3. Unpleasant waitingareas
4. Hidden fees
5. Unfriendlystaff
1. Believingmedicalstaffarenotuptodateon
currenttreatments
2. Highcosts
3. Hiddenfees
4. Unpleasant waiting areas
5. Lackofempathyfrommedicalstaff
Emergency Room
US
1. Unpleasantwaitingareas
2. Unfriendlystaff
3. Medicalstaffnotlisteningto concerns
4. Poorcommunication
5. Highcosts
10. QUALTRICS
HEALTHCARE PAIN INDEX
2019.
..............
1. Unfriendlystaff
2. Unpleasantwaitingareas
3. Highcosts
4. Believing medical staff are not up todate
on current treatments
5. Gettingsickfromtheirvisit
EUROPE
1. Unpleasantwaitingareas
2. Unfriendlystaff
3. Medicalstaffnotlisteningtoconcerns
4. Gettingsickfromtheirvisit
5. Poorcommunication
ASIA PACIFIC
1. Unpleasantwaitingareas
2. Unfriendlystaff
3. Medicalstaffnotlisteningtoconcerns
4. Poorcommunication
5. Lackofsympathyforpainmanagement
requests
Primary Care
US
CANADA
The study did not feature a large enough
set of primary care respondents in
Canada to feature valid data.
1. Believingmedicalstaffarenotuptodateon
currenttreatments
2. Hiddenfees
3. Highcosts
4. Gettingsickfromtheirvisit
5. Unfriendlystaff
EUROPE
1. Unpleasantwaitingareas
2. Unfriendly staff
3. Highcosts
4. Believingmedicalstaffarenotuptodateon
currenttreatments
5. Overcrowdedwaitingareas
ASIA PACIFIC