In 2016, the Council of Accountable Physicians Practices (CAPP) conducted a national survey of consumers and physicians and found that most Americans are not receiving the kind of healthcare that many industry leaders believe results in better patient outcomes at a lower cost. The 2016 study helped to identify the gaps between what many experts believe patients should be getting from their healthcare and what they are actually receiving, but the study did not address what patients believe is needed to improve their health outcomes.
To address the question of patient expectations and desires, CAPP commissioned a focus group study in 2017 to hear directly from consumers about what they want and need from their healthcare providers and to identify the attributes that matter most to them. The study also addressed what physicians want for their patients, regardless of cost, and how those priorities compare to what consumers think they need. The focus of the study was on the quality and delivery of clinical services and did not address health care costs or payment systems.