Convenience, Technology Use Can Boost Patient Satisfaction

A convenient and technology-driven healthcare experience has become an essential factor in boosting patient satisfaction, as roughly 4 in 5 Americans want the ability to use technology when managing their healthcare experience, according to a Harris Poll conducted on behalf of Tegria.

The survey comprising responses from 2,000 healthcare consumers nationwide uncovered that 7 in 10 healthcare consumers would consider switching to another provider that offered more appealing services.

The report highlighted several factors that could persuade patients to leave their existing healthcare providers. Thirty-five percent of healthcare consumers stated same-day appointments for non-routine issues would influence them to switch providers.

 Nearly 3 in 10 respondents would consider switching to a provider with a convenient location. In fact, a convenient healthcare experience is more important than having a designated healthcare provider for 59 percent of consumers.

 Additionally, 30 percent would switch to a provider that had a self-scheduling option. The survey detected a shift in patient experience expectations and increased patient consumerism, resulting in more patients prioritizing technology use in their care. Specifically, 4 in 5 healthcare consumers believe scheduling appointments online would make the scheduling process much more manageable. 

Consumers want their healthcare experience to resemble their customer experience, with 61 percent of consumers stating 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

Despite consumers being more willing to switch providers, 3 in 5 Americans find the process of seeing a new healthcare provider frustrating. 

These survey results have emphasized patient desires for a better clinical care experience that includes better access Time is a crucial component in a positive healthcare experience, with 55 percent of patients stating they will not schedule the first appointment if there is a lack of available appointments.

However, 1 in 4 respondents said it took over two weeks to schedule an appointment after they reached out to schedule. More than half of the respondents indicated that they wanted easy scheduling when meeting a new healthcare provider for the first time.

Receptionists are another factor that can impact a patient’s decision to commit to a new provider, with 42 percent of respondents stating an unhelpful receptionist would dissuade them from booking the first appointment,

When it comes to meeting with a new healthcare provider for the first time, patients value kindness from the provider (56 percent) and office staff (52 percent). In addition, 47 percent of patients stated they wanted a knowledgeable office staff.

Healthcare organizations should analyze new and emerging consumer needs to better drive the patient experience at their facilities. 

Correction 02/17/2022: A previous version of this article stated the title of the company is Tegris. This article has been reflected to show the accurate company name, Tegria.