Frustrations Rise as Americans Navigate a “Broken” Healthcare System

The nationwide study included a “Patient Frustration Index.” The scale measures potential pain points in the healthcare system across different population groups. The result? One in three US citizens has reached a “burned out” status.

This burnout hurts Americans' overall health. One-third report frustrations caused them to skip or delay healthcare in the past five years. They cite negative experiences and inability to get a timely appointment. This percentage is highest among younger adults 26-44 (43%) and women (37%).

Additionally, more than 24% of Americans report having an adverse event when dealing with the healthcare system. Some suffered through a health issue that became worse (17%). Others waited for a delayed diagnosis or later found their issue was missed entirely (11%). 14% reported a negative impact on their mental health.

"The myriad frustrations of waiting months for a doctor's appointment and chasing down answers are all too familiar and even accepted by many Americans as the status quo. But our research shows that poor interactions with the healthcare system are not only deterring people from going to the doctor but also making them sicker," Dr. Andrea Klemes, Chief Medical Officer of MDVIP admits.

"Growing demand among consumers for a better experience across the healthcare journey places increasing pressure on providers to focus more on the patient and effectively engage those who are avoiding care."

Increasingly Frustrated

A third of Americans surveyed report waiting at least three months for a doctor’s appointment. One in four of those who attend those appointments say they have felt dismissed or rushed by doctors. Regarding payment, 65% of Americans believe insurance companies are not transparent about coverage. 62% complain that bills are unclear and difficult to understand.

The report says 37% of those with multiple health conditions are more likely to delay or skip care, compared to just 28% with no reported conditions. One in five Americans with health conditions face increased stress and mental health complications as a result of healthcare experiences, compared to just 4% of those with no reported conditions.

Urgent care facilities are no exception. More than half of all Americans reporting urgent care visits in the last five years score their experience high on the Patient Frustration Index, with many reporting feeling rushed or dismissed by staff. 25% say they leave urgent care facilities even more confused by their medical conditions than they were upon arrival.

Former U.S. “Top Doc” Echoes Concerns

It is not only the average American who has expressed frustration and disbelief after dealing with the American healthcare system. Former United States Surgeon General Dr. Jerome Adams recently voiced his frustrations with the healthcare system after an out-of-town ER visit. “THIS is America. Land of the free, and home of the medical bankruptcy,” he wrote on Twitter.

After being treated for dehydration, he shared a picture of his bill. After a few lab tests, three IV bags, and insurance contributions, his out-of-pocket costs were nearly $5,000.

“If I’m in this situation with my knowledge and with my financial resources and with my bully pulpit, then the average Joe doesn’t stand a chance. The system is just broken,” he told Business Insider.

Dr. Adams continued, saying his struggle with the American healthcare system represented a larger, more systemic problem. With unexpected and often unmanageable medical bills, medical debt is the top cause of bankruptcy in the U.S. Almost half of adults in the U.S. have received medical bills that they can’t afford, according to a report.  

“The bottom line is high-deductible plans are the least worst option for most people in a broken system,” he tweeted. “But health care coverage in the U.S. is a gamble, and the house always wins. I didn’t drink enough water while traveling, and I crapped out.”