New Sapphire Digital Survey Reveals Consumers Rate Provider Quality as More Important Than Facility Quality or Out-of-Pocket Cost

LYNDHURST, N.J.--(BUSINESS WIRE)--Sapphire Digital, a leader in healthcare data, navigation, and access, today announced survey results assessing consumer perceptions of care quality of providers and medical facilities. The findings reveal that the majority of U.S. adults (57%) surveyed find the quality of the physician to be most important when selecting care, in comparison to the quality of the medical facility (22%) and the out-of-pocket cost for the service or procedure (21%). In addition, 66% of U.S. adults expect to receive the same quality of care regardless of the procedure cost.

As part of the consumerization of healthcare, consumers expect doctors to provide continuous, high-quality care regardless of location. However, due in large part to a lack of awareness about available resources to guide them, consumers often struggle to access valuable information about provider quality that could help inform their care selection decisions. The new survey reveals that 50% of U.S. adults would like more online information that is easier to understand about the quality of their provider and the care they provide. Furthermore, the survey uncovers that 72% of U.S. adults would use that easy-to-understand information to guide their decisions on where they receive care if more was made available. When breaking down that percentage further, 49% would use that information to guide their care decisions in their local area, whereas 23% would use that information to look more regionally and nationally for the best provider for their care needs.

“In today’s increasingly competitive healthcare landscape, consumers are looking to receive the best care from their providers and healthcare facilities. While they want high-quality care, the problem is it’s often not easy for them to find and understand their options,” said Kyle Raffaniello, chief executive officer, Sapphire Digital. “We know consumers are hungry to access and compare provider ratings and reviews in an intuitive, easy-to-understand way. It’s time we embrace a more patient-centric healthcare system and make consumers aware that resources do exist to help them seamlessly choose and receive the right care at the right moment.”

Sapphire Digital’s new survey also revealed generational differences when it comes to care quality expectations. For example, 60% of adults age 25-34 have different care quality expectations depending on provider type (i.e. PCP, specialist, etc.), whereas 71% of adults age 65 and older expect the same quality of care regardless of provider type. Similarly, 51% of adults age 25-34 have different care quality expectations depending on type of care location (hospital, imaging center, etc.), whereas 78% of adults age 65 and older expect the same quality of care regardless of location type. Lastly, 53% of adults age 25-34 have different care quality expectations depending on the procedure cost, whereas 87% of adults age 65 and older expect to receive the same quality of care regardless of cost.

Sapphire Digital empowers individuals to be more informed health care consumers through its innovative solutions, like SmartShopper and CareSelect. SmartShopper helps Americans confidently shop for affordable, quality care and provides a cash reward for selecting cost-effective care. Additionally, CareSelect makes it easy for members to search for care and provides personal support that is available via phone, chat and text to help consumers navigate the most appropriate level and location of care quickly and easily.

The online survey, which was completed by 1,000 U.S. adults, was commissioned by Sapphire Digital and fielded by Dynata, a global market research firm, in December 2020.

About Sapphire Digital

Sapphire Digital empowers consumers to make better choices that deliver health care savings for consumers, health plans and employers. Our solutions integrate complex data, insights and engagement with leading technology to drive intelligent, and personalized patient journeys. We help direct consumers to high-quality, more affordable medical care, and drive measurable and sustainable savings. More than 100 million people rely on Sapphire Digital to help them decide on their care with confidence.

For more information, please visit https://getsapphire.com/ or follow us on LinkedIn.