2020 Year End Review: Our Most Accessed Patient Experience Resources
2020 was a year filed with change and learning–learning how to operate access centers remotely, learning how to accelerate digital roadmaps, and learning how to launch and scale virtual care programs. And as we continue to deal with the pandemic and plan for the rollout of the COVID-19 vaccine to people across the country, many of us continue to find ourselves in a position of learning. This desire for knowledge (and accessing it) will be essential over the coming months and it is also something that is clear from our most read content pieces–healthcare leaders need the latest insights into how consumers find and access care, analytics to understand the state of their access experience, and proven strategies from other organizations on how to transform digital access.
To stay informed in 2021 and make a difference in how patients access care, check out the list below of the four most downloaded resources from 2020:
For the fourth year in a row, we surveyed 1,000 people about how they search for, select, and schedule appointments with providers. This year's results indicate that the demand for digital access continues to grow–a trend that has only accelerated due to the pandemic. Our results also indicate that to meet these expectations, healthcare organizations will need to deliver consumer-friendly digital experiences and expand self-service access to both in-person and virtual care options.
With health system resources constrained and many patients still reluctant to obtain in-person care as the result of the COVID-19 pandemic, virtual care adoption has risen dramatically across the country. To understand patients’ perceptions around virtual visits and their interest in using it in the future, we surveyed 1,000 people about their recent experiences.
3. Six Essential Patient Access Metrics:
As previously mentioned, consumer demand for easier access to care has only risen because of the pandemic. However, most healthcare leaders lack visibility into the key metrics they need to evaluate the state of access at their organization and enhance it moving forward. This white paper defines the six metrics health systems should track and provides actionable ways to improve access through visibility into the health system network.
For Banner Health, one of the country’s largest, non-profit health systems, delivering upon their vision of “making healthcare easier so life can be better” meant raising the bar on their consumer access experience. Working with Kyruus, Banner launched a new online physician search experience and integrated it with their EHR to empower consumers to find care easily. By doing so, they were able to increase organic find-a-provider traffic by 35% and now book 38% of their online appointments after hours.
To access all of this content, visit our Resource Center or follow our blog, where we share best practices for expanding access and the latest insights from industry leaders on improving patient experience.