Coming off the recent spring events like ViVE, Elevate PX, and Becker’s Annual Meeting, we’re sifting through a lot of notes from conversations with people across healthcare from vendor partners to hospital executives. If you look back at our blog posts on those events, you can see a clear focus on staff and patient engagement and retention. But it still feels like there isn’t a clear understanding of why and how mobile engagement can make an impact.
Here are eight stats on why mobile engagement matters. In our next post we’ll look at some of the how.
- People are switching providers more often with 30% changing providers in 2021. Twenty-five percent switched because they were unhappy with the experience.
- Access was the top factor in choosing a new provider according to 71% of the respondents. This includes digital access like appointment scheduling and indoor wayfinding.
- More than 84% of adults own smartphones, yet only 7% of those people say they are regularly using a mobile app from their healthcare provider.
- However, 65% of these respondents said they do use mobile apps for other services, like banking, shopping, or travel.
- Forty-two percent of respondents in a McKinsey survey indicated that there weren’t any healthcare websites or applications that currently did a good job.
- Only 6% of patients indicated that a provider app fulfilled their needs.
- Approximately four in five consumers are interested in using a unified digital platform to manage information about their care and insurance benefits.
- Seventy-one percent of consumers say a single digital platform would improve some aspects of their healthcare knowledge and management.
To put a bow on this, it’s clear that healthcare consumers would like a single, mobile platform but believe few healthcare organizations have one. Many are willing to switch providers to get that experience. And if you are wondering why someone would change providers for a better experience, consider this: A patient spends upwards of 120 minutes on all the things related their visit but only about 15 to 20 of those minutes are spend with their provider. So, even when the provider is good a patient may switch to get a better experience across the other 100 minutes.
Wondering how the patient visit breaks down? Here are more details...
- 37 minutes of travel
- 64 minutes waiting, paying, and completing paperwork
- 20 minutes with the provider
- All this at a cost of $43 worth of their time over and above what they pay in copays.