What patients say uplifts their primary health experience

Most Australians agree that the quality of care they receive from healthcare professionals is between good and excellent.
 
However, persistent barriers remain as people search for timely and convenient care, navigate the ecosystem of providers, and pay for services.
 
That is one headline finding from CommBank’s new Patient Experience Insights Report, based on a survey of 1127 Australians.
 
The report explores changing patient attitudes and preferences to help practice decision-makers enhance non-clinical aspects of delivering care.
 
It first confirms that around nine in 10 Australians have visited a GP in the past 12 months.
 
As a representative sample of the population, these patients report feeling less healthy than they did a year ago.
 
This is likely to cause a higher demand for primary care; however, concerns about access to services and the affordability of care in the current economic climate are evident.
 
Behavioural responses to a changing landscape
The report reveals that patients are adopting new behaviours to manage healthcare costs that have risen alongside other household expenses.
 
Encouragingly, the most common response is preventative, with many patients making healthier lifestyle choices to avoid doctor visits.
 
Barriers to accessing affordable care have also prompted patients to look further afield for GPs, particularly with 58% of respondents saying that finding bulk-billed services has become harder.
 
One in three say they will switch from their preferred practice if they are no longer bulk billed.
 
For patients, these issues have brought certain parts of their healthcare journey into sharper focus.
 
For example, some find the process of booking an appointment challenging and say paying for services is not straightforward.
 
In fact, 44% of GP patients have encountered an issue paying or claiming in the past 12 months, with a lack of clarity about consultation fees and confusion about Medicare rebates and bulk billing the most common.
 
‘Australians have a desire to take more control of their own health management and have heightened expectations of their experience,’ said CommBank Health CEO Albert Naffah.
 
‘Many still find the health system complex, and support is growing for initiatives that can simplify their journey.’
 
Patients back digital health initiatives
According to the report, many patients are embracing the role of digital health in overcoming barriers to affordable, convenient access to primary care.
 
This includes two-thirds of patients who believe the technologies employed by health providers enhance their experience.
 
Patients use a range of digital tools, the most common being SMS and email appointment reminders, fitness wearables or remote monitoring devices and online booking systems.
 
Generation Z and Y patients more frequently access health information online and use apps to manage prescriptions and appointments.
 
‘The endorsement of digital health extends to making it simpler to find and book appointments, communicate with providers, and instantly process gap payments and insurance claims,’ Mr Naffah said.
 
From a claiming standpoint, there is an expectation among 78% of patients for on-the-spot Medicare and insurance claims processing.
 
This can address the delays in reimbursement encountered by some patients.
 
For GPs, emerging technology can also support a better workforce experience where capacity issues are commonplace.
 
The use of artificial intelligence (AI), while still in its early stages, is a good example.
 
While patient comfort with AI varies, people are generally more comfortable with non-clinical uses.
 
This includes using AI for appointment scheduling or summarising medical notes, whereas fewer people are comfortable with AI-assisted diagnoses.
 
‘Given that many patients are already engaging with technology, there is an opportunity to leverage data-driven tools to drive operational efficiencies,’ Mr Naffah said.
 
‘From responsible applications for AI to using data analytics tools to track practice performance, we’re seeing GPs becoming more data savvy alongside patients.’
 
To learn more about the drivers of patient behaviours and how providers can adapt, the Patient Experience Insights Report is now available online.
 
About CommBank Patient Experience Insights Report
The inaugural edition of CommBank Patient Experience Insights focuses on the experiences and preferences of Australians when engaging with the healthcare system.
 
The insights are derived from an online quantitative survey of 1127 respondents completed in October 2023 and conducted by Fifth Quadrant on behalf of the Commonwealth Bank. 
 
All respondents consulted with at least one of either a general practitioner (90%), dentist (62%), medical specialist (56%), or allied health provider (42%) in the past 12 months. 
 
The report has been published for general information purposes only. As this information has been prepared without considering your objectives, financial situation or needs, you should, before acting on this information, consider its appropriateness to your circumstances, if necessary, seek professional advice. The Bank believes that the information in the report is correct and any opinions, conclusions or recommendations are reasonably held or made, based on the information available at the time of its compilation, but no representation or warranty, either expressed or implied, is made or provided as to accuracy, reliability or completeness of any statement made in the report. Any projections and forecasts are based on a number of assumptions and estimates and are subject to contingencies and uncertainties. Different assumptions and estimates could result in materially different results. All analysis and views of future market conditions are solely those of the Commonwealth Bank.
 
Commonwealth Bank of Australia ABN 48 123 123 124 AFSL and Australian Credit Licence 234945.
 
This article was commissioned by Commonwealth Bank of Australia and independently reviewed by newsGP.
 
Log in below to join the conversation.

Commonwealth Bank digital health GP insights