Survey: In health care marketplace, consumers value friendliness, convenience

The PwC Health Research Institute surveyed 6,000 consumers to find out what they thought of the health care sector compared with other service industries. Meanwhile, Group Health has put in place a strategy to ensure that innovations are put to work.  

Fox: What Patients Want, Expect From Health Care Providers
Whether it's friendly office staff or wireless Internet access, consumers are expecting the same amenities and customer services from their health-care provider as they would from a hotel, bank, airline or retailer, according to new research from The PwC Health Research Institute. The PwC Health Research Institute surveyed 6,000 consumers to gauge their opinions of health care as it compares with other service-based industries, and found that friendly staff and convenience are the top priorities for consumers when it comes to health care (Fuscaldo, 8/7).

Kaiser Health News: Capsules: Group Health's 'Learning Health System' Keeps Innovations Moving
They've adopted a strategy known as a "learning health system," which creates a feedback loop of sorts between the system's medical and research sides, including the Group Health Research Institute. In broad terms, researchers help doctors evaluate new ways of providing care, and doctors suggest areas where research is needed -; meaning evidence and practice exist in a cycle (Barr, 8/7).