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Patient satisfaction drops, use rises

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A new report from the American Consumer Satisfaction Index (ACSI) finds that overall patient satisfaction has dropped.

The ACSI uses data culled from the more than 70,000 consumer interviews it conducts annually to score industries on a scale of 0 to 100. The healthcare sector overall had a 75.1 in 2015, down  3.2 points from its 2014 score, which means that patient satisfaction is at its “lowest level in nearly a decade,” according to the report.

But while customer satisfaction may be down, demand for healthcare services is  up. Preliminary figures suggest that household healthcare spending rose nearly 6 percent in 2014, which would be the largest increase since the start of the 2008-2009 recession, the report states.

The influx of patients newly insured under the Affordable Care Act and the flood of aging and sickening Baby Boomers probably explain most of the increase.


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