Ok, it isn’t as catchy as the 12 days of Christmas and you’re not going to get a good rhyming song out of it, but hopefully these 12 stats will be interesting nevertheless.
We’re taking a minute to sum up the many studies that have come out this year that show a variety of insights into what patients want and need to engage in their healthcare.
In the grand scheme of things, the Qualtrics 2024 Consumer Experience Trends Report identifies that organizations that provide a great digital experience see more consumer return. “Digital channels, such as websites and apps, are becoming increasingly critical in shaping the customer experience,” said Moira Dorsey, Principal XM Catalyst, Qualtrics XM Institute in the report. “Brands that invest in improving the service and support they provide on their digital channels will pull ahead of the pack in customer retention and loyalty.”
Several healthcare specific surveys show what patients want in that digital experience.
The KyruusPatient Access Journey Report shows that interest in online booking is still strong. Over 40% favor this option and 1/3 say it is a factor when considering where they will obtain care in the future.
The Kyruus survey also indicated healthcare consumers are eager to use digital channels for pre-visit tasks and to engage with their healthcare providers. In fact, 93% are extremely or very interested in using digital self-service for pre-visit tasks and 65% cite text message, email, or mobile app notifications as preferred methods of communication.
The data from a new survey from JLL, a leading global commercial real estate and investment management company, found that location/proximity ranked as the second–most–likely factor in choosing care.Several healthcare specific surveys show what patients want in that digital experience.
Experian Health’s State of Patient Access survey found that some of the most important digital services for patients that drive a positive experience include being able to schedule appointments online or via a mobile device (76%), having an online/mobile option for payments (72%), and more digital options for managing healthcare (56%).Several healthcare specific surveys show what patients want in that digital experience.
Redpoint also found that half of consumers surveyed said they believe that using digital tools in healthcare can help them take better care of their health.
Supporting all of these assertions, the first survey from TailorMed, shows that 70% of patients now report at least some level of comfort using digital health tools.
On the flipside, patients seem less and less satisfied with the call center experience. In Hyro’s state of healthcare call centers, only 51% of call center leaders reported that patients are satisfied with the service provided by their call centers.
Data in a new ONC Data Brief provides the latest insights on portal usage among American adults. It seems to indicate that offering a portal as the primary digital tool isn’t effective. While portal use rose dramatically during the pandemic, it is now declining. While three in four people were offered access to their online medical records or patient portal in 2022, only three in five accessed their online records or portal. One positive note in the new data was that patients who used an app to access their online medical records accessed them more often showing that mobile has more appeal for patients.
In summary, the data seems to show similar trends to previous years. A single feature like a portal isn’t enough to drive high engagement. You need to offer all the tools and features patients want in one platform to drive adoption. Patients have made it clear that they want the basics like scheduling and billpay AND they also want things like the ability to see care based on search criteria like location. A mobile experience that is similar to what they have in other areas of their lives is becoming a clear front runner for creating a patient experience that drives patient loyalty.