QHERE’s Insights from the PHIN’s 2024 Patient Priorities Report
In today’s healthcare landscape, patients are increasingly turning to private healthcare options to meet their needs. The reasons are varied, but one thing is clear: patients are seeking more control over their healthcare experience. With long waiting times in public healthcare and the desire for personalized care, more and more individuals are opting for private healthcare providers. But what exactly drives this shift?
The primary reason patients go private is to avoid the long wait times associated with public healthcare. According to the 2024 Patient Priorities Report, 64% of patients cited waiting times as their top reason for seeking private care. In a system where time is of the essence, the ability to quickly access healthcare services is paramount. The use of patient flow management system becomes crucial, allowing clinics to optimise scheduling and minimize delays.
Source: PHIN
Additionally, improved facilities (35%), more treatment alternatives (31%), and increased flexibility (40%) were valued by the respondents. In general, 75% of female respondents cited treatment unavailability and NHS waiting lists as factors that affected their decision to seek private care, compared to 66% of male respondents. In comparison to other age groups, we observed that respondents between the ages of 18 and 24 showed less interest in the NHS waiting lists, treatment availability, and freedom of choice (57%) compared to 29% for all respondents (18%). Among respondents who were covered alone, the percentage of respondents who had insurance increased from 25% to 52%.
How Patients Choose a Consultant?
When choosing a private consultant, patients are looking for more than just medical expertise. They want a consultant who listens, understands, and provides personalised care. The report highlights that 58% of patients believe private consultants offer a more personal approach compared to their public counterparts. This is where a collaboration between digital tools and human can play a vital role. By using pre filled questionnaire/reports using digital tools, hospitals can streamline patient interactions ensuring that consultants have all the necessary information at their fingertips, these tools help in delivering a more tailored and responsive healthcare experience.
Patients also value continuity in their care. The ability to see the same consultant regularly builds trust and ensures that their treatment plan is consistent and well-managed. According to the report, 47% of patients prefer private healthcare because it offers continuity of care, something that is often missing in public healthcare systems where patients may see a different doctor at each visit.
Source: PHIN
Compared to male respondents, female respondents show greater interest in a wider range of topics, especially consultant qualifications and patient reviews/recommendations. In comparison to individuals who have received therapy, those who are seeking treatment seem to place greater value on cost/payment alternatives, number of hospitalisations, and clinical outcomes.
It seems that individuals who have not yet gotten therapy are more worried than those who have about the financial consequences and the performance of the consultant. This suggests that, as one might anticipate, confidence and assurance are bred by experience. and that experience does cause a change in the information needed. When examining exclusively insured respondents, the percentage of insurance coverage increased from 25% to 50%.
How Patients Choose a Hospital?
Choosing a hospital is another significant decision for patients seeking private healthcare. Beyond the quality of medical care, patients prioritise factors such as communication, transparency, and privacy. The report reveals that 72% of patients value open communication with their healthcare providers, where they can discuss options and treatment plans without feeling rushed. This level of transparency not only builds trust but also empowers patients to make informed decisions about their health.
Additionally, 55% of patients choose private healthcare for the higher level of comfort and privacy it offers. From private rooms to more comfortable waiting areas, private healthcare facilities are designed to provide a less stressful environment, which is particularly important for patients undergoing long-term or sensitive treatments.
Source: PHIN
According to the results of the YouGov survey (above) and the focus groups, location is the most important factor to take into account when selecting a hospital. The older respondents raised this the most, with 69% of respondents 65 and over citing it as a significant reason. Only about 43% of respondents in the 18–34 age group—who are probably more mobile—selected it as a significant factor. When examining solely insured respondents, the factor of insurance coverage increased from 29% to 57%.
Enhancing Patient Experience in Private Healthcare
Confidence in Navigating Private Healthcare
For patients entering the private healthcare system, confidence in navigating their options is crucial. Private consultants and hospitals can enhance this experience by ensuring that patients feel supported every step of the way. This begins with clear and accessible information about the services offered, the costs involved, and the process for booking appointments.
Creating a detailed hospital profile on a user-friendly platform where patients can easily access the information they need. This includes everything from consultant profiles to detailed descriptions of available treatments. By offering transparency and ease of access, private healthcare providers can build confidence and reduce the anxiety often associated with navigating healthcare options.
Source: PHIN
Before choosing a private healthcare provider, patients typically conduct thorough research. According to the PHIN’s report, patients are particularly interested in understanding the quality of care provided, the reputation of the consultant, and the overall patient experience at the clinic or hospital. This is where clinic’s digital footprint can make a difference by showcasing patient testimonials, treatment outcomes, and detailed consultant profiles on a clinic’s website or app. By leveraging digital tools, private healthcare providers can present a comprehensive view of what potential patients can expect, thereby addressing common concerns and questions before they even arise.
Sources of Information Used
Although general practitioners were not at the top in the focus groups, 54% of respondents to the YouGov survey indicated that they were the most trusted source of information. Merely 7% of the respondents stated they were unsure or that they lacked reliable sources of knowledge.
Additionally, 51% of respondents mentioned word-of-mouth, which was especially significant for women (57% vs. 44% of men). It’s intriguing that relatively few YouGov respondents use social media; maybe this is because due to the focus group participants’ greater propensity for patient involvement activities similar to Facebook groups. When examining solely insured respondents, trust in the insurer increased from 21% to 36%.
Source: PHIN
Patients rely on various sources of information when selecting a private healthcare provider. The report indicates that online reviews, recommendations from friends and family, and information provided directly by the healthcare provider are the most influential sources. To tap into these channels effectively, private healthcare providers should ensure that their online presence is strong and that their services are well-represented across various platforms.
This includes maintaining an up-to-date website, engaging with patients on social media, and encouraging satisfied patients to leave positive reviews. Additionally, platform providing two way communication can be used to streamline communications, send appointment reminders, and gather feedback, all of which contribute to a positive patient experience.
Empowering Private Healthcare Providers
In today’s competitive healthcare environment, understanding why patients choose private care and how they navigate their options is essential for any private healthcare provider looking to enhance patient satisfaction. By leveraging smart patient flow management software, private consultants and hospitals can not only meet but exceed patient expectations, offering a healthcare experience that is personalised, efficient, and stress-free.
At QHERE, we are committed to helping private healthcare providers deliver the best possible care. Our solutions are designed to optimise patient flow, enhance communication, and improve overall clinic management, ensuring that your patients receive the care they deserve in a timely and efficient manner.
This blog post is based on data and insights from PHIN’S ‘Patient Priorities Report – July 2024.’ All statistical information and data referenced in this article are drawn directly from this report. All rights to the original data and findings are reserved by the respective copyright holders. For further details and to review the original source material, please refer to the PHIN.
