What makes a good patient journey? We commissioned independent researchers to ask 500 US patients their opinion about what processes most needed to change, what technology they currently had access to and what constitutes a 'good' healthcare experience. They then also asked 100 US providers across a range of different to provide their perspectives on the care journey. The results go some way to benchmarking the modern healthcare experience in the US. They were also at times surprising, revealing an element of miss-match in perception between patients and providers.

1. The Patient Journey:
US Patient and Provider Perspectives
75% of patients stated a
well organized and
responsive service was the
reason behind a good healthcare experience
52%
Follow-up care
was the stage patients said
required most improvement
ONLY
35%
Less than 20%
of patients had access to a
booking portal
PATIENTS
PROVIDERS
of providers are still storing
patient records on paper
83%
patient management
challenges are:
TOP
2
Resourcing
Being able to contact
patients at short notice
What else did our
respondents think...?
Interested in registering for the full report?
Go to www.lumeon.com/resources
82%
of providers think that the quality of
pre-consultation and
referral services
they offer could improve
of patients
ONLY
54%
of providers report having
‘sophisticated’ and
‘integrated’ patient
management software*
believe the most important function
of patient management technology
is to deliver an efficient
billing process
94%
1 in 7 patients said they
thought the costs presented to
them for treatment were in some
way inaccurate
were contacted by
their healthcare provider
to check on their
wellbeing after care
of patients had to
provide the same info
more than once
* 'Sophisticated' was described as a highly automated
integrated digital patient management system as opposed
to separate software systems or paper management
of providers
Source: Commissioned independent research August–September 2015 via phone
interview and online survey.
100 US healthcare professionals with responsibility for the technology and systems
which support patient management.
500 US citizens who have attended either a hospital, a private health clinic or have
been to see a family doctor to receive treatment in the past 12 months.