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Research

Resources to Build Consumer Confidence in Post-Acute and Senior Care

Overview

Meeting consumer needs has always been a priority for post-acute and senior care leaders. However, the Covid-19 pandemic has painted parts of the industry in a negative light and brought about increased media and public scrutiny, risking future recovery during a precarious financial period for many post-acute operators.

Because driving post-acute growth in these challenging times hinges on how successfully the industry earns community trust, providers must prioritize making changes to meet consumer needs.

Below, we have compiled the key findings on consumer preferences—during and beyond the pandemic—along with next steps and accompanying resources to help your organization win patient and family confidence and grow volumes in post-acute and senior care.

 

1. Understand the nuances of consumer preferences

Key finding: Prevailing industry views on consumer sentiment don’t accurately capture consumer preferences.

Action step: Review how consumer perceptions and needs have—and haven’t—changed in the wake of Covid-19.

Related resource:

 

2. Emphasize consumer education

Key finding: Consumers who previously have a first-hand experience with post-acute care are more willing to accept post-acute care and view this care more positively.

Action step: Familiarize patients and families with the post-acute experience before—and during—their post-acute stay.

Related resources:

 

3. Communicate safety practices to the community

Key finding: Awareness of safety measures—especially Covid-19 vaccination rates in the short-term—increases willingness to receive post-acute services.

Action step: Inform patients and families of the safety measures, like staff vaccinations, that your organization has adopted.

Related resource:

 

4. Support staff to create a positive patient experience

Key finding: Positive interactions with frontline staff are crucial for winning patient and family trust.

Action step: Support your staff to create a positive staff experience.

Related resource:

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