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Today’s chronic patients: provider experience

September 27, 2022

Modern Patient Journey: 2021 Healthcare CXM Study for Chronic Condition Diagnosis and Treatment

As part of RAPP’s ongoing commitment to journey-based intellectual property, our latest customer experience management research, or CXM study, focuses on the healthcare vertical with an emphasis on chronic conditions. This study unearths and quantifies points of pain, influence and channel preference of patients newly diagnosed, recently treated and active in treatment, and intelligence around medication adherence, health technology and beyond.


Today’s Chronic Patient: Provider Experience

Patient-Provider relationships weigh heavily on patients’ health outcome and wellness. Patients expect Providers to be empathetic—to engage with their inputs on treatment progress during doctor visits. Aside from quality care, patients appreciate the compassion from their Provider and medical staff—simple gestures go a long way. Furthermore, technology now serves as a powerful resource for patients to stay on track with their lifestyle and treatments and maintain quality patient-Provider connections, helping Providers to evaluate patients more frequently and lowering barriers for Provider access.


Enjoy the preview!

patient provider interaction

Click to download the full infographics.


About the Modern Patient Journey

We surveyed a population of U.S. adults (patients and caregivers) who were diagnosed and are treating at least one of the following chronic conditions: Hypertension, Hyperlipidemia, Chronic Obstructive Pulmonary Disease, Adult Asthma, Type 2 Diabetes, Osteoporosis, and Psoriasis. N= 1,325. The survey data was collected from July-August 2021.


For more information, contact the Consumer & Market Intelligence team at

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