Our new infographic spotlights key findings from our fifth annual survey of 1,000 healthcare consumers to reveal how today’s digitally-empowered consumers discover, select, and schedule care. It’s top-line information at a glance – and is the perfect precursor to the 2021 Patient Access Journey Report, which explores five-year trends as well as brand-new insights on the access journey for healthcare services and care sites (in addition to provider appointments) and the role of price transparency in consumer decision-making.
Today, it is more important than ever to meet new patients where they are: online. Nearly 60% of consumers consult the internet when researching new providers, with search engines, care delivery organization websites, and health plan websites representing the top sources of information.
Until recently, healthcare organizations have had little or no influence over their providers’ profiles in health plan digital directories – and inconsistent profile data between health system and health plan websites has long been a point of friction across the channels. It’s also a source of frustration for people seeking care online.
Health systems have made significant strides to boost patient acquisition and satisfaction by creating a modern digital access experience. However, Kyruus’ recent assessment of the Top 20 US News and World Report Hospitals revealed that, among other key digital access offerings, many of our nation’s top health systems are lacking flexible online scheduling options.
With the continued growth of healthcare consumerism, it’s not surprising that nearly 60% of people say they use the internet to find a new healthcare provider, with many including health system and health plan websites in the search. While these sites are important avenues for patient access, inconsistent provider data between the channels can create a fragmented experience for those seeking care. That’s a key reason why Kyruus and HealthSparq joined forces earlier this year, with a shared goal of simplifying care navigation to enable people to find and book the right care – whether they start their search with a health plan or health system.
This was originally published on Greystone.Net's blog, GreyMatters, on May 19. The past four years, Kyruus has conducted a survey of 1,000 healthcare consumers to understand how they search for, select, and schedule appointments with healthcare providers. While the most recent report revealed early signs that the COVID-19 pandemic was changing consumer preferences for accessing care, a year into the pandemic we wanted to poll consumers again to gain a deeper understanding of its impact on their decision making.