Consumers want convenience, flexibility, and seamless digital access that includes self-service tools to help them confidently search for, select, and schedule care on their own terms.
Today's consumer is accustomed to doing everything online—and its no shock that this preference carries over into how they find and book care, turning to digital channels more and more. A recent Kyruus survey showed that over 40% of consumers say they’d prefer to book their medical appointments online, half of whom would even switch providers for the ability to do so.
With nearly 60% of consumers using the internet to find a new provider, it's critical for healthcare organizations to work with providers to ensure the profiles that appear on their websites and other digital properties are robust and accurate. While comprehensive provider information is important for everybody, the need is amplified for people of color, women, non-native English speakers, and those who identify as LGBTQ. In fact, research spearheaded by HealthSparq, Kyruus’ health plan division, reveals race, ethnicity, gender, and sexual orientation can impact people’s choices and preferences around providers as well as their experience with the healthcare system as a whole.
Boston Children’s Hospital is dedicated to improving and advancing the health and well-being of children around the world through its life-changing work in clinical care, biomedical research, medical education, and community engagement. Ranked as the number one pediatric hospital in the nation by U.S. News and World Report, the organization treats more children with rare diseases and complex conditions than any other hospital. We recently had the privilege of sitting down with digital leader Haley Sterczala Palazini, Director, Web & Digital Strategy at Boston Children’s, to learn how the organization revamped their enterprise website with accessibility and digital self-service in mind.
Consumer preference for accessing care through digital channels is here to stay—with nearly 60% of consumers turning to the internet when searching for new care options. What’s more, consumers are searching for all types of care online, from vaccines to mammograms, not just individual providers.
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: