Attention and Experience: Inextricably Intertwined

The relationship between poor healthcare experiences and the very purpose of healthcare as an industry is inextricably linked. According to Accenture’s 2021 report, “Digital Adoption In Healthcare: Reaction or Revolution,” 44% of patients reporting negative experiences indicated that the experience left them feeling stressed or upset. And 34% of patients who reported negative experiences either switched providers or indicated they were less likely to seek needed medical care in the future, which only serves to compound stress and negatively impact health.   

Does experience matter in the healthcare context? Accenture goes on to point out that only 12% of patients were unaffected by a negative experience. That means 88% were negatively affected in some way. With over 900 million hospital outpatient visits per year, the ripple effect caused by negative healthcare consumer experience stands as a significant contributing factor in avoidable disease. In short, patient experience is every bit as critical to the overall health and wellness of healthcare consumers. Our perception of the world and our context in that world is indeed created by the sum of experiences determined by where we focus our attention.