Consumers in developed countries tend to take the quality of primary care for granted and focus instead on the quality of the providers’ customer service.
Analysts in the Washington office of Deloitte have discussed consumers’ approach to assessing providers in a summary of results from a Web-based survey of 15,735 consumers in 12 countries.
The 12 countries were Belgium, Brazil, Canada, China, France, Germany, Luxembourg, Mexico, Portugal, Switzerland, the United Kingdom and the United States.
Deloitte asked participants about their perceptions of and interactions with health care systems.
“Service delivery — accessibility, paperwork, hassles — and costs drive impressions more than clinical performance,” the analysts report.
Participants in many countries said they would be more likely to use retail clinics for non-emergencies, to cut down on costs and waiting times, the analysts found.
- Rory Banim