The following is a guest article by Clarissa Riggins, Chief Product Officer at Experian Health
Patients have increasingly high expectations for easy and efficient tech-enabled solutions when it comes to accessing healthcare services. They seek convenient self-scheduling options, accurate cost estimates, and the ability to pre-register through their smartphones, among other modern services. Experian Health’s recent report, “The State of Patient Access: The Digital Front Door,” explores the overall digital experience from both the patient and provider perspectives.
It’s no surprise that a significant 76% of patients surveyed expressed a desire to schedule appointments online, while 56% expressed a general preference for more digital healthcare management options. Providers are aligned with this sentiment, with 69% of those surveyed acknowledging the high importance of digital and mobile access to patients. Furthermore, a resounding 86% agree that their organizations should prioritize improving the access and financial experiences for their patients.
But providers’ motivation is not necessarily generating action. Unfortunately, almost half of the respondents expressed frustration in finding appointments that fit their schedule, while 40% found the process of scheduling appointments to be a challenge. Also, three out of four patients who reported a decline in access in 2022 mentioned the difficulty of seeing a doctor quickly as a major pain point. In fact, patient perception of “seeing a practitioner quickly” as the biggest access challenge rose from 15% in 2020 to 27% last year.
At the same time, 87% of respondents who said access was getting worse also attributed it to staffing shortages affecting service levels. Since patients associate “access” with their ability to see a provider quickly, it makes sense that, without technology in place, staffing shortages will negatively impact the consumer experience. In general, findings seem to show progress has stalled when it comes to making patient access functions like scheduling, registration, coverage verification, and cost estimates more efficient. On this note, 65% of patients said they did not receive an estimate before care, while 41% of patients said their cost of care was higher than their estimate.
For those in the healthcare industry who have been hesitant about implementing technology due to fears about replacing workers, the current staffing shortage may be the catalyst they need to change. Eliminating manual work when registering patients, providing price estimates, and even using artificial intelligence to predict claims denials are increasing accuracy and productivity. In fact, the survey found nearly 40% of providers say staff shortages have been offset by technology improvements.
The bottom line is providers must prioritize updating their technology to avoid being left behind. Patients, especially younger generations, are demanding a better “digital front door” experience or they could look elsewhere for care. In fact, the survey found that 56% of patients who believed the access experience was worse said they would switch providers because of it.
But these benefits extend beyond operational efficiencies. Embracing a digital front door experience opens new avenues for engagement and communication with patients. Interactive portals enable secure messaging, appointment reminders, and access to personal health information, fostering a stronger patient-provider relationship. Telehealth services, accessible through mobile devices, enhance access to care, particularly in underserved areas or for patients with limited mobility.
It’s not only a benefit for improving patient service. By implementing efficient solutions, providers can streamline their operations, reduce administrative burdens, and improve overall workflow resulting in more time and resources applied to delivering quality care.
It’s time to simplify healthcare, and fortunately, 86% of providers agree that “it’s important to their organizations to improve both the access and financial experiences of patients.” Embracing technology-driven solutions and transforming the digital front door experience are no longer optional, but a strategic imperative. By overcoming access challenges through innovative digital solutions, healthcare providers can be in a better position to deliver exceptional patient experiences and improve patient satisfaction.
About Clarissa Riggins
Clarissa Riggins is Chief Product Officer at Experian Health, the leading provider of revenue cycle management and patient engagement solutions for providers, physician groups, and payers.
