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Consumers’ Utilization of the Health Care System

Deloitte survey of US health care consumers


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The Deloitte 2012 Survey of U.S. Health Care Consumers provides data-driven insights on consumers’ perceptions of the health care system and their thoughts on health care reform. This INFOBriefs focuses on Consumers’ utilization of the health care system – Satisfaction with primary care providers is consistently high but consumers believe that quality and prices can vary greatly among hospitals.

Other INFObriefs include:

  • Consumers and health information technology – Despite consumers’ high ownership levels of technology devices, their use of consumer health information technology (HIT) is low, and their interest in using emergent HIT is also relatively low.
  • Consumers and health plans – Believing that health plans vary greatly in both quality and price, consumers are ready to customize and shop for insurance; however, they seek more choices and better tools to find the right fit and best value.
  • Life sciences products and innovations – Half of all consumers in 2012 say they currently take prescription medications. Adherence is high, consumers feel knowledgeable about the drugs they take, and have confidence in their effectiveness.

Endnotes: Survey questions asked for the results presented in this INFOBrief

INFOBrief: Consumers’ utilization of the health care system

  1. “In the past twelve months, have you…..”
  2. “Overall, how satisfied are you with the experience you had at the hospital where you most recently received care in the… [emergency room], [inpatient], [outpatient]?”
  3. “Why are you less than completely satisfied with your most recent experience of care received in an… [emergency room], [inpatient], [outpatient]?”
  4. “Thinking about what is available within a reasonable driving distance from your home or through public transportation, how would you rate the adequacy of the following?”
  5. “Do you currently have a doctor, nurse practitioner, physician assistant, or other health care professional you consider to be your primary care provider (someone you would go to first if you needed care who knows your medical history and can coordinate care for you)?”
  6. “Among those who switched doctors/medical professionals in the last 12 months: Why did you switch doctors/medical professionals?”
  7. “Among those who have a PCP: What type of health care professional do you consider to be your primary health care provider?
  8. “Which of the following factors led you to choose to go to the retail walk-in clinic?”
  9. “Using a typical report card scale with grades of A, B, C, D and F, how would you grade the U.S. health care system on the following dimensions?”
  10. “Overall, how satisfied are you with the experience you had at the hospital where you most recently stayed overnight as a patient?”
    “Overall, how satisfied are you with your current primary care provider?”
    “Overall, how satisfied are you with the experience you had at the hospital where you most recently received care in the emergency room?”
    “Overall, how satisfied are you with the experience you had at the hospital where you most recently received care in outpatients?”
    “Overall, how satisfied are you with your primary health insurance policy/health plan (meaning the health insurance policy/health plan that currently provides the most coverage for medical care)?”
    “Using a typical report card scale with grades of A, B, C, D, and F, how would you grade the U.S. health care system on [overall performance]?”
  11. “Different types of health care professionals are – or potentially could be – licensed to provide primary care services, including doctors (MD or DO), nurse practitioners (NP), physician assistants (PA), and pharmacists. Please indicate your level of agreement with the following statements.”
  12. “Please indicate your level of agreement with the following statements: People who deliberately try to improve their health or show measurable improvement should pay less for health insurance than people who do not.”
  13. “Thinking about Hospitals[Physicians], please indicate your level of agreement with the following statements.”
  14. Primary care focuses on the patient’s body as a whole, seeking to prevent and detect health problems as early as possible. Specialty care focuses on specific parts or systems of the body, typically diagnosing and treating health problems that have advanced to a more serious stage. There will always be need for both kinds of care, but there are tradeoffs in relying on one more than the other. Please indicate your level of agreement with the following statements.”
  15. “Integrated health care delivery systems” bring hospitals and doctors into a single system, coordinate care among those providers, and handle the payment for services. The alternative is a system in which hospitals and doctors operate independently, coordinate care for their own patients and interact with health plans to receive payment. Which system do you believe has the greatest potential to…”
    “Doctors and hospitals can be paid a set amount for each service they provide (“fee-for-service” payment). Alternatively, they can be paid an amount that increases or decreases depending on measures of performance or results (“performance-/outcomes-based payment”). Which payment method do you believe has the greatest potential to...”
    “Different types of health care professionals are – or potentially could be – licensed to provide primary care services, including doctors (MD or DO), nurse practitioners (NP), physician assistants (PA), and pharmacists. Please indicate your level of agreement with the following statement.”

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