Four Surprising Facts About Healthcare From Our 120 User Interviews

Khang T. Vuong, MHA
Khang T. Vuong, MHA20 Dec 2020
Reviewed and Fact Checked ✔️

Would you ever eat at a restaurant that didn't list its prices on the menu? If you answered no, then why would you go to a doctor's office without knowing how much it's going to cost either?


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Healthcare pricing is undeniably complex. But, what's especially puzzling is the inability to know how much your doctor's appointment is going to cost beforehand. Despite this uncertainty, thousands of Americans still go to the doctors every day and deal with this conundrum.

Last year, we received a grant from the National Science Foundation and conducted 120 interviews. What we learned was nothing short of fascinating...

1. What is your number one frustration with healthcare?

While we initially thought costs would be the number one issue, 7 out of 10 people actually identified "not knowing the cost" as the main barrier preventing them from going to the doctor.

This discrepancy is very interesting and brings us back to our restaurant analogy. Oddly, healthcare is the only industry where consumers buy something without knowing how much it's going to cost. This facet combined with rising out-of-pocket costs has made people become much more sensitive to prices and unsure of what to do. The bottom line here: when consumers don't know what to do, they do nothing.

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Khang T. Vuong, MHA

Khang T. Vuong received his Master of Healthcare Administration from the Milken Institute School of Public Health at the George Washington University. He was named Forbes Healthcare 2021 30 under 30. Vuong spoke at Stanford Medicine X, HIMSS conference, and served as a Fellow at the Bon Secours Health System.

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