Survey: 51 Percent Say User-Friendly Tech is Essential for a Good Patient Experience

According to an Oct. 12 press release, Dublin, Ohio-based Updox, a Denver, Colo.-based EverCommerce solution and healthcare communication platform for in-person and virtual care company, released the results of a new patient experience survey.

The release states that “The data underscores the need for today’s healthcare providers to offer patients convenient communication options and user-friendly healthcare technology to improve patient engagement and satisfaction. The survey was conducted online within the United States by The Harris Poll on behalf of Updox from August 31-September 2, 2021, among 2,076 U.S. adults ages 18 and older.”

The release reports that 51 percent of U.S. consumers polled say that user-friendly technology is crucial for a good patient experience.

That said, “Notably, the survey found that more than half of U.S. consumers (53 percent) would most prefer to update or provide their patient information (e.g., health conditions, new prescriptions/medications, procedures/treatments, test results) to a healthcare provider digitally via online forms accessed securely by mobile phone, email, or patient portal. Furthermore, when it comes to having a good experience as a patient, more than half (55 percent) cite convenient communications—such as secure text and patient messaging for appointment reminders in place of phone calls - as among the most important factors.”

Zach Zettler, president of Updox was quoted in the release saying that “It’s clear that COVID-19 has impacted and even accelerated the expectations and preferences of patients and the ways they prefer to engage with and receive care from their healthcare provider.”

The survey asked consumers how their expectations of their healthcare provider have changed due to COVID-19. Patients now expect:

• Electronic forms/online paperwork options (instead of just paper forms)—42 percent
• Direct access to a healthcare provider (e.g., direct message provider online/text, calling provider directly) for any pressing questions or concerns—41 percent
• Telehealth appointment options are available—41 percent
• Communications can be conducted virtually (i.e., over the phone, video calls, texting, email, etc.)—39 percent
• Virtual waiting room options (i.e., contactless or curbside check-in, contactless patient intake solutions, billing online or over the phone, etc.)—37 percent