Stericycle Communication Solutions Survey Reinforces Need for Stronger Patient-Provider Relationships

Stericycle Communication Solutions, an industry leader in patient engagement technology and solutions and a service of Stericycle, Inc. (Nasdaq: SRCL), today announced the results of its second U.S. Consumer Trends in Patient Engagement Survey, conducted in the Summer of 2021, a pivotal moment in time when consumers, hospitals and health systems nationwide were optimistic about COVID-19 vaccines and a possible end to the pandemic. The survey aimed to understand how the evolving health crisis affected U.S. healthcare consumer behaviors and attitudes regarding their patient experience.

The survey examined provider communications, patient satisfaction and provider trust during the second year of the pandemic. Findings reinforced the need for health systems to foster stronger relationships between patients and providers through improved access to virtual and in-person care, regular communication across channels, and frictionless appointment scheduling. Findings were based on an online- and telephone-based survey of more than 500 consumers in 50 states representative of various household incomes, marital statuses, geographies and ages.

“The results of our second annual survey highlight how critical trust and strong provider-patient relationships are to a patient’s engagement and their overall health and well-being,” said Matt Dickson, senior vice president of Stericycle Communication Solutions. “As we round the corner on our second year of this global health crisis, the primary focus of health systems and hospitals should be to support providers and staff with appropriate communication channels and tools to re-engage with patients on a personal level and facilitate individualized, quality care that addresses issues of access and satisfaction.”

Key report findings show that:

Patients trust their health systems and providers to deliver health education and guidance
Patients trust their providers and invite communication from them. The vast majority (95%) of patients surveyed trust the information shared by their healthcare providers, which is predominantly done via digital channels. Of those surveyed who were not yet vaccinated for COVID-19, 29% said information from their healthcare provider about the vaccines would make them reconsider their vaccination decision, and 22% said they would reconsider getting vaccinated based on education from their provider about possible side effects.