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The Patient Experience Insights Report is based on a survey of 1,127 Australians, tracking their preferences and expectations when visiting general practitioners, medical specialists, dentists and allied health professionals. It highlights obstacles Australians encounter and opportunities to enhance the patient experience.
Insights from patients about their experiences can help inform operational planning and responses. We investigate:
Demand for healthcare will increase if Australians continue to feel less healthy. However, many report challenges in finding, accessing and paying for suitable health services. Patients are responding by adjusting their behaviours which has implications for health outcomes. This presents opportunities for providers to empower their patients and teams.
"Australians want more control over their own health and have heightened expectations of their healthcare experience. Many still find the health system complex to navigate and support initiatives that enable more convenient and personalised care." Albert Naffah, CEO CommBank Health
Accessibility and affordability challenges are prompting a range of patient behaviours. The report explores the tools and strategies that providers can use to adapt.
39% of patients are adopting healthier lifestyles to reduce health consultations
71% are encountering hurdles in finding providers with available appointments and paying for services
20% have switched health providers to find a more affordable alternative
65% have experienced a payment or claiming issue in the past 12 months
78% expect rebates and claims to be processed on-the-spot
67% say technology used by provider improves their experience
Some Australians find accessing health services more difficult than others, particularly Generation X and Baby Boomer patients and those located in regional Australia. Many also indicate a lack of understanding of how to navigate the health system. Barriers to access and a complex health journey can affect patient health management. Almost one in three patients are postponing appointments where wait times are too long and may switch providers in search of more suitable, affordable, and convenient care.
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Call 1800 222 484 (8am-8pm Syd/Melb time, Monday – Friday), or visit a branch today.
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 1,127 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.
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