Medallia Institute Research Report

Patient Experience in the Face of COVID-19

The COVID-19 pandemic has transformed the patient experience in the United States in important ways, through a heightened emphasis on safety, a massive expansion in the use of telehealth services, and expansive efforts to provide quality, attentive care for patients with confirmed or suspected cases of COVID-19. Yet the pandemic has not altered the fundamental importance of patients' relationships with their providers in driving satisfaction with their care experiences.

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What's Inside

Based on patient feedback captured across diverse hospital-based care settings from January through September 2020, this report offers insights that provider organizations can use to meet their patients' needs now and in the coming years:

  • The Patient-provider relationship continues to remain the top driver of satisfaction, outweighing factors such as wait time and hospital facilities.

  • Providers must draw on these relationships as they implement safety policies, expand telehealth, and enhance care delivery treatments.

  • Patients who follow safety instructions are more satisfied with their care experiences and report greater trust in their hospitals.

  • Ongoing patients satisfaction with telehealth services depends heavily on effective communication during appointments, empathetic care from providers, and convenience.


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