flexiblefullpage -
billboard - default
interstitial1 - interstitial
catfish1 - bottom
Currently Reading

Convenience ranks highly when patients seek healthcare

Healthcare Facilities

Convenience ranks highly when patients seek healthcare

Latest JLL survey finds consumers are open to telehealth and retail clinics.


By John Caulfield, Senior Editor | June 27, 2023
JLL's new patient survey finds consumers seeking lower costs and convenience.
Customer satisfaction can start with how close the patient is to healthcare services. Image and charts: JLL

Healthcare consumers are just as likely to factor in convenience as they do cost when deciding where to seek care and from whom, according to a new survey of 4,037 American adults about their attitudes and preferences as patients.

The survey, conducted from April 19-28 by JLL, in many ways confirms the obvious: that older generations seek preventive care more often than younger generations; that insurance coverage is a primary driver for choosing a provider or hospital; and that the quality of service affects the patient experience.

Nearly eight of 10 of the survey’s respondents had received at least one type of non-dental care in the last year. Women, who accounted for 51% of the survey’s respondents, are more likely to receive care overall, but men are more likely to receive emergency care.

Age determines frequency of care
A patient's age often determines the need for more frequent care.
 

The likelihood of a primary care or specialist visit increases with age: 80% of adults 65 years or older have two or more chronic conditions that require continuous care. More than 70% of Baby Boomers (who accounted for 29% of the survey’s respondents) had received primary or preventive care within the last year, compared to only 26% of Generation Z.

Younger generations are more reactive than preventive in their healthcare decisions, borne out by the survey’s finding that Millennials and Gen Zs (43% of the survey's respondents) are more likely to receive urgent care, emergency care, and outpatient behavioral healthcare than older adults.

Proximity to patients counts

 

Travel by care type
Most patients aren't willing to travel more than a half hour for healthcare.

When care is urgently needed, “decision factors are simplified,” the survey states, and location and proximity of care are ranked higher as decision-making factors. But even outside of emergencies, convenience ranks high among factors for patients seeking care.

There’s no denying that cost is always in the background of any healthcare decision. “Accept my insurance” was the most common factor for choosing a provider among the survey’s respondents. (82% of participants has private insurance, and 81% has public insurance.)

Two-fifths of respondents said they travel less than 15 minutes to receive care, and nearly eight of 10 respondents travel less than 30 minutes. Among those with appointments in standalone medical offices, 85% ranked location as convenience, which the survey suggested indicates the advantages of a dispersed location strategy.

“A strong location strategy can improve reach for health systems and physician practices and potentially improve care outcomes,” JLL writes. “But there is a balance between convenience and cost—health systems need to balance the benefits of being close to their target population with the cost of a new facility or doctors’ time in transit from a local clinic to the hospital.”

Convenience is also key both in location and in being able to navigate to care. Patients want to get to care quickly and get on with their day. Ease of parking and ability to navigate the facility also affected a facility’s net positive score in the survey.

One of the survey’s more revealing findings is that nearly three-fifths of respondents—58%—went to another location—such as a pharmacy, or an urgent clinic—as part of their trip for healthcare.

Patients are making other stops during healthcare trips.
Patients are likely to be making other stops when they travel for healthcare.

Word of mouth often defines quality of care

Patients seem to be open to diverse care choices. For example, 29% said they have visited a retail clinic, such as a CVS, and would do so again. Gen Z and Millennials are more likely to frequent retail clinics for their convenient appointment schedules and shorter wait times.

More than two-fifths of respondents—42%—had a telehealth appointment within the last year, which was slightly down from the 45% in JLL’s 2022 survey. This year’s poll also found that 29% of telehealth appointments led to an in-person visit.

More than 40% of respondents ranked “reputation of quality” among the top five factors for choosing care. But where they get their impressions about quality varies.

Referrals play a larger role in specialist, outpatient surgery and inpatient care. Recommendations from friends ranked most highly for behavioral health, given the personal nature of such care, and was ranked in the top five by 31% of respondents. Younger patients, who “have yet to develop brand loyalty,” according to the survey, are more likely to rely on word-of-mouth recommendations than older patients for whom hospital systems’ reps matter more.

Outpatient surgery and primary care ranked highest for provider satisfaction; emergency care ranked lowest. Participants ranked their experiences on 12 aspects of care, and the biggest gap between “promoters” and “detractors” was for the service level of providers. Primary care had the highest net provider score, with 86% of respondents ranking its care as “attentive.”

Some amenities draw patients

Amenities can draw patients
Healthcare as a mixed-use component is attractive to some patients.

While not a decision-making factor, amenities do attract some patients. Among the survey’s respondents, 63% said they would be interested in visiting a healthcare facility with an additional amenity, such as alternative medicine, a restaurant, fitness center, or spa. (This inclination was more evident among younger respondents.)

The overall quality of facilities, including the comfort of their waiting rooms, can impact a patient’s choice, especially for inpatient, urgent, and emergency care. The survey also found that urban locations have lower favorability rankings for their facilities, signaling room for improvement. (Just under half—48%—of respondents live in the suburbs.)

Related Stories

MFPRO+ News | May 21, 2024

Baker Barrios Architects announces new leadership roles for multifamily, healthcare design

Baker Barrios Architects announced two new additions to its leadership: Chris Powers, RA, AIA, NCARB, EDAC, as Associate Principal and Director (Healthcare); and Mark Kluemper, AIA, NCARB, as Associate Principal and Technical Director (Multifamily).

Healthcare Facilities | May 21, 2024

A collaborative delivery contract adds a new wrinkle to construction management

The setup combines traditional pact structures with a different risk-sharing approach.

Healthcare Facilities | May 6, 2024

Hospital construction costs for 2024

Data from Gordian breaks down the average cost per square foot for a three-story hospital across 10 U.S. cities.

Sponsored | Healthcare Facilities | May 3, 2024

Advancing Healthcare: Medical Office Buildings at the Forefront of Access and Safety

This article explores the pivotal shift from traditional hospital settings to Medical Office Buildings (MOBs), focusing on how these facilities enhance patient access. Discover the key drivers of this transformation, including technological advancements, demographic trends, and a growing emphasis on integrated, patient-centered care. Learn how MOBs are not only adapting to modern healthcare demands but are also leveraging modern access control and safety innovations.

Architects | May 2, 2024

Emerging considerations in inclusive design

Design elements that consider a diverse population of users make lives better. When it comes to wayfinding, some factors will remain consistent—including accessibility and legibility.

Healthcare Facilities | Apr 16, 2024

Mexico’s ‘premier private academic health center’ under design

The design and construction contract for what is envisioned to be “the premier private academic health center in Mexico and Latin America” was recently awarded to The Beck Group. The TecSalud Health Sciences Campus will be located at Tec De Monterrey’s flagship healthcare facility, Zambrano Hellion Hospital, in Monterrey, Mexico.

Healthcare Facilities | Apr 11, 2024

The just cause in behavioral health design: Make it right

NAC Architecture shares strategies for approaching behavioral health design collaboratively and thoughtfully, rather than simply applying a set of blanket rules.

Healthcare Facilities | Apr 3, 2024

Foster + Partners, CannonDesign unveil design for Mayo Clinic campus expansion

A redesign of the Mayo Clinic’s downtown campus in Rochester, Minn., centers around two new clinical high-rise buildings. The two nine-story structures will reach a height of 221 feet, with the potential to expand to 420 feet.

Products and Materials | Mar 31, 2024

Top building products for March 2024

BD+C Editors break down March's top 15 building products, from multifamily-focused electronic locks to recyclable plastic panels.

Healthcare Facilities | Mar 18, 2024

A modular construction solution to the mental healthcare crisis

Maria Ionescu, Senior Medical Planner, Stantec, shares a tested solution for the overburdened emergency department: Modular hub-and-spoke design.

boombox1 - default
boombox2 -
native1 -

More In Category




Healthcare Facilities

Advancing Healthcare: Medical Office Buildings at the Forefront of Access and Safety

This article explores the pivotal shift from traditional hospital settings to Medical Office Buildings (MOBs), focusing on how these facilities enhance patient access. Discover the key drivers of this transformation, including technological advancements, demographic trends, and a growing emphasis on integrated, patient-centered care. Learn how MOBs are not only adapting to modern healthcare demands but are also leveraging modern access control and safety innovations.

halfpage1 -

Most Popular Content

  1. 2021 Giants 400 Report
  2. Top 150 Architecture Firms for 2019
  3. 13 projects that represent the future of affordable housing
  4. Sagrada Familia completion date pushed back due to coronavirus
  5. Top 160 Architecture Firms 2021