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.

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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
  • 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

For more insights into how today’s consumers access care and trends over time, download the report.

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