In November 2023, Gozio commissioned a survey with Big Village of 695 adults ages 18 and older who said they had received medical services of any kind in the past 12 months. This survey, Charting a Path to Optimizing Digital Patient Engagement, was conducted to discover the digital preferences of patients of all ages and walks of life living in all parts of the country.
The survey shows that patients want a single mobile platform to manage every step of their healthcare journey. Fulfilling those expectations requires more than simply creating a healthcare mobile app. In 2024, healthcare institutions will have to go further to provide value that truly engages patients and supports key business objectives.
Before we dive into the survey, here are some findings that stood out to us:
Current Digital Healthcare Experience
Even though patients want to use digital technology for their healthcare, health systems need help meeting consumer expectations. One problem is that healthcare providers give patients too many different digital tools, spread across too many platforms. More often than not, these tools are offered through websites instead of mobile phones.
Fifty-eight percent of patients say their doctors still use websites more than mobile apps. Even though doctors are sticking to websites, patients are going out of their way to use their phones. Sixty-five percent of patients say they used their phone for their last digital healthcare interaction, even if it meant going through extra steps.
The Experience Patients Want
In today's world, we rely heavily on our smartphones. Whether it's ordering coffee, booking a hotel, or even turning on our lights or starting our cars, there's an app for it. But when it comes to healthcare, we have yet to catch up with this trend.
Eighty-nine percent of patients think it's essential to have one place where they can manage their healthcare. And half of them want this platform to be available on their phones.
The increasing desire for a mobile-friendly experience highlights how important it is for healthcare providers to focus on mobile solutions. These solutions should improve the patient's experience and make it easier for them to interact smoothly throughout their healthcare journey.
Conclusion
If the survey proved anything, it's that patients are seeking a cohesive mobile experience—a central hub that seamlessly links them to all aspects of their healthcare journey, including appointment scheduling, billing, and direct communication with healthcare providers. However, they are not interested in adding more apps that occupy space on their smartphones and add unnecessary clutter to their lives.
But this is just the tip of the iceberg. Get the entire story by downloading Charting a Path to Optimizing Digital Patient Engagement.