Report Finds Drop in Consumer Satisfaction With Hospital Websites

Average consumer satisfaction scores for hospital and health care system websites declined in 2012, according to a report by consumer experience analytics firm ForeSee, InformationWeek reports.

Study Details

For the report, ForeSee asked about 106,000 consumers to rate their satisfaction with websites related to hospitals and health care systems, health information and health insurance.

Consumers gave hospital and health care systems websites an average satisfaction score of 74 out of 100, down from 78 out of 100 in ForeSee’s 2011 survey (McNickle, InformationWeek, 11/21).

Health information websites received an average consumer satisfaction score of 77, down from 78 the 2011 survey. Health insurance websites received an average consumer satisfaction score of 56, up from 51 in the 2011 report (ForeSee report, 11/14).

ForeSee researchers said they believe the lower consumer satisfaction scores for hospital and health system websites could be attributed to new sites added to the survey since 2011. Among the 15 hospital and health system sites that were included in both the 2011 and 2012 surveys, consumer satisfaction scores declined by an average of only 0.3 points.

Recommendations

Larry Freed –president and CEO at ForeSee — said the report shows that consumers’ expectations of hospital and health system websites “are rising.”

Freed added that hospitals and health systems should make their websites more consumer-friendly by providing guidance on finding doctors and offering wellness information (InformationWeek, 11/21

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This entry was posted in Centers for Medicare & Medicaid Services (CMS), EHR Cloud, Electronic Health Records, EMR Cloud, incentive program, Latino health trend, Latino HIT, LISTA, LISTA Global EHR, LISTA Global EMR, LISTA Global Health IT, mHealth, Mobile Health, National Latino Alliance on Health Information Technology, Office of the National Coordinator for Health IT (ONC). Bookmark the permalink.

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