Online appointment scheduling is crucial for enhancing the digital patient experience, with 80% of consumers expressing a strong interest in this convenience. A recent survey of 1,000 healthcare consumers highlights the demand for digital care access tools. Patients prefer scheduling appointments through their health plan’s website, instilling confidence in selecting the right healthcare providers. However, barriers like price transparency and accurate online information exist. Patients also rely on health plan websites for information, emphasizing the need for accurate data. Healthcare providers recognize the need for improved digital offerings and plan to invest in patient engagement technologies.
A recent poll found that the ease of making appointments online is the foundation of a smooth digital patient experience. When given the choice, an amazing 80% of customers indicated a strong preference for using online appointment scheduling tools, highlighting the crucial role that technology has played in influencing the landscape of digital healthcare.
The healthcare industry, including both providers and payers, should remain focused on delivering a digital patient experience that caters to patient preferences. Data collected by Wakefield Research on behalf of health IT firm Kyruus highlights the persistent demand for virtual care access tools among patients.
Specifically, the survey, which involved 1,000 healthcare consumers, revealed that a substantial 80% of respondents expressed a desire for self-service online appointment scheduling. This demonstrates the high-value patients place on the convenience of booking their appointments digitally.
The survey explored patient experiences related to accessing care through both healthcare providers and insurance companies. It was evident that patients frequently look to the digital tools offered by their insurance providers to facilitate access to care from their healthcare providers. An impressive eight out of ten consumers indicated their preference for scheduling healthcare appointments through their health plan’s website if this option was available. Furthermore, 75% of respondents reported having already used this feature during their last appointment.
Utilizing online resources and scheduling tools not only empowers patients but also instills confidence in their ability to select healthcare providers tailored to their specific needs and preferences. Alarmingly, the survey found that only 36% of patients felt assured of being accurately matched with a new provider when scheduling appointments over the phone. In contrast, an overwhelming 61% of respondents considered having access to online appointment scheduling as extremely or very important.
However, while online self-scheduling offers convenience, several barriers, such as a lack of price transparency and reliable online information, hinder its widespread adoption. Cost emerged as a pivotal factor in healthcare decision-making, with a resounding 96% of respondents acknowledging its significance. Surprisingly, around a quarter (26%) reported that their health plans did not offer tools for price transparency. For 44% of respondents, this lack of transparency acted as a deterrent to accessing care, while an additional 64% expressed the need for more assistance in navigating healthcare price transparency tools.
Patients also scrutinize the integrity of data and information provided on their health plan’s websites. Approximately six in ten (58%) respondents revealed that they relied on their health plan’s website for searching healthcare access information, and for 29%, it was their most trusted source for such information. This underscores the critical importance of ensuring the accuracy of information on these websites. Inaccurate provider information on health plan websites could seriously erode patient trust in healthcare payers, a concern shared by 77% of respondents. Four in ten respondents reported having encountered inaccurate provider information on health plan websites.
These findings align with reports from other organizations. A May 2023 Experian Health report revealed that patients increasingly expect more from their providers’ digital interfaces. Three-quarters of patients in the Experian survey identified the ability to book appointments online or via mobile devices as the most crucial digital service their provider could offer. An additional 72% sought online payment options, and 56% desired digital tools for managing their care.
In response, healthcare providers are aware that their current digital offerings may not fully meet patient needs. Nearly half (46%) of providers expressed intentions to increase investments in patient engagement technologies within the next six months, while 45% anticipated an improvement in the digital patient experience in the coming year. The industry is recognizing the importance of evolving with technology to meet the expectations of today’s digitally savvy healthcare consumers.
