2019 Patient Access Journey Report

Our third annual patient access survey shows that consumers are placing a growing premium on self-service capabilities and convenience in their search for care. This year’s results also reveal a rising influence of organizational brand on consumers’ healthcare decisions, signaling an opportunity for health systems to win their loyalty by expanding care delivery options and streamlining access.

Key findings include:

• More than 50% of consumers research providers online and 19% of them now start on a health system website - up 6% vs. 2017
• ⅓ of consumers prefer to schedule appointments online, up from 25% in 2017
• Nearly half of consumers visited an urgent care clinic in the last year, citing speed to access as the key driver