Navigation challenges are the highest purpose shoppers cease visiting well being care suppliers, whereas expertise points are the highest purpose shoppers depart their well being insurer, a brand new research exhibits.

The Accenture report, launched final week, surveyed greater than 9,700 insured shoppers and eight,000 shoppers who sought or acquired care prior to now yr. The research follows up on a 2021 report that examined why persons are or should not loyal to their payer or supplier.

“We needed to make use of our affected person and member expertise surveys to proceed to watch the state of healthcare consumerism by assessing how suppliers and well being plans are performing throughout various key touchpoints that drive choice, loyalty, worth and comfort,” Sarah Sinha, director of Accenture's healthcare division, stated in an e-mail.

The brand new report exhibits that roughly one in 5 individuals modified healthcare suppliers and one in ten modified well being insurers prior to now yr.

When requested why they switched or stopped seeing their healthcare supplier, 89% of respondents stated navigation points. This contains the supplier being tough to work with, having a nasty expertise with the executive workers, or the digital help not assembly their wants. One other 44% of respondents cited medical expertise as a purpose for leaving, whereas 13% cited entry/community challenges and 10% cited worth.

About 52% of respondents say they’ve modified insurers on account of expertise components, resembling not receiving the proper data, not having questions answered, poor customer support or poor digital strategies. One other 42% stated they switched insurers due to the advantages, whereas 31% left due to healthcare entry points and 20% left due to the worth.

“These findings remind us that payers and suppliers should tackle the foundations of an expertise mannequin and that the related digital core is non-negotiable for sustainable success,” Sinha stated. “The rising want for information and insights to drive experiences, together with the quickly evolving panorama of digital and AI capabilities, implies that remoted enchancment efforts is not going to solely lack the scope and scale for actual change, but additionally the flexibility of organizations to to evolve to fulfill altering wants.”

Accenture additionally discovered that entry (resembling handy location and hours) is a crucial issue when selecting a brand new supplier. In relation to selecting a brand new insurer, advantages/protection, entry to care and payer expertise matter greater than value to shoppers.

“Those that actually remodel will create the flexibility to drive and scale change throughout the group – together with the flexibility to grasp their clients, allow a linked journey, be extra proactive with sufferers and steadiness to steadiness man and machine, permitting workers to carry out at their finest. meet the wants of their sufferers. … The organizations that may obtain excessive ranges of affected person or member loyalty are those who display empathy to enhance entry, expertise and outcomes by providing a customized well being journey based mostly on belief,” Sinha stated.

Photograph: sdecoret, Getty Photos