Top drivers that could inspire people to switch include the availability of same-day appointments for non-routine issues (35%), convenient locations where they already go (30%) and self-scheduling (29%).
A new Tegria survey conducted by The Harris Poll reveals that nearly 7 in 10 Americans (69%) would consider switching to another provider that offers more appealing services. In fact, more than 4 in 5 Americans (81%) believe the ability to schedule healthcare appointments online would make the scheduling process much easier and more than three-quarters (79%) want the ability to use technology when managing their healthcare experience.
These and other findings are highlighted in a new report commissioned by Tegria, the healthcare technology consulting and services company founded by Providence. The survey was conducted online by The Harris Poll among more than 2,000 U.S. adults regarding their feelings about scheduling and meeting with a new physician for the first time, using related technology and preferences for their overall healthcare experience.
“This new data underscores our observation that the first steps in a healthcare journey are critical to patient retention, but the welcome experience often does not meet modern expectations,” said Rodina Bizri-Baryak, Tegria’s director of patient access and technology. “Providers need to change now or watch as others who do a better job at offering convenience and customer service take over their roles as community caregivers.”
The poll results suggest that the patient experience is ready for an upgrade that includes 24/7 access and ease of use. More than 3 in 5 Americans (61%) say they would like their healthcare experience to be more like the customer experience of an online convenience service app, such as Amazon Prime, Uber, or Instacart.
Additional Key Findings from the Survey:
- Frustration is Common: 60% of Americans find the process of seeing a new healthcare provider to be frustrating.
- Kindness is Key: more than half say kindness from the provider (56%) and office staff (52%) is important when meeting with healthcare providers for the first time.
- Technology is Making a Difference: Many Americans seem to believe technology could minimize struggles during the patient journey, with 75% stating they have found technology helpful when working with a new healthcare provider such as getting test results, asking medical questions, or paying their medical bills.
- Virtual Care has a Generation Gap: Nearly 3 in 5 Americans (59%) would be open to having a virtual appointment for their first visit with a new provider. However, adults age 65+ are much less likely to feel this way (37% vs. 65% under age 65).
“There is definitely room to improve the welcome and overall experience for everyone involved in healthcare, meaning patients, clinicians and support staff,” said Bizri-Baryak. “Ideas from other consumer-facing industries can help. Our customers have adapted best practices from retail, travel and tourism and entertainment companies to provide warmer welcomes and less red tape. This has kept the focus where it belongs—on providing great clinical care—and has led to improved patient retention and growth.”
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