While payers and providers are focused on investing in consumer engagement, many patients are not reporting better healthcare experiences, according to a national study conducted by ORC International and commissioned by Change Healthcare.
The study, called "The Engagement Gap: Healthcare Consumer Engagement in 2017," includes surveys of 89 payers, 251 providers and 771 consumers. Payers and providers highlighted their consumer-centric goals, while consumers revealed details about their own healthcare experiences.
Here are five findings from the study.
1. Eighty percent of payers and 72 percent of providers said they view investment in consumer engagement as a top priority.
2. Payers and providers cited the move from fee-for-service to value-based care as the primary reason they are focusing on investing in consumer engagement. They also cited "competitive pressures" and "consumer demand for a more retail-like experience."
3. Overall, payers and providers said they are directing roughly 25 to 33 percent of health IT investment money to consumer engagement, according to the study. Additionally, the study found 88 percent of providers have made staffing changes related to consumer-centric initiatives in the past 18 months.
4. But a large portion of consumers (72 percent) reported their experience with providers and payers has either worsened or hasn't improved over the last two years. Only about 21 percent of consumers said their experience improved.
5. Researchers said the study also showed a "millennial gap" — where consumerization strategies aren't necessarily focused on older patients — is hindering consumer engagement.
Read the full findings here.