Kyruus News

Kyruus Releases New Data on the Consumer Experience When Searching for Physicians

The Consumer Experience

Report finds that the consumer’s path to finding a physician is fragmented due to a lack of consistent and comprehensive provider data

BOSTON, October 26, 2015 – Kyruus, a leading provider of patient access and referral management solutions, today released a new report titled The Consumer’s Path to Finding a Healthcare Provider. The report was derived from qualitative and quantitative research with more than 1,000 patients and highlights the fragmented process that consumers currently undergo to find an appropriate physician. The analysis details the broken process of finding this physician information due to a lack of consistent and comprehensive physician data in any one source.

The full results of the research will be discussed with patient access experts from leading health systems at the Annual Thought Leadership in Access Symposium (ATLAS) on October 27 and 28, 2015 in Boston, MA, however key finding are listed below.

Key Report Findings

  • A significant portion of healthcare consumers are “up for grabs”:
    • Prior to seeking out a specific physician, 38% of consumers conduct healthcare-related research.
    • 72% of these consumers are looking for information about specific physicians. This research is conducted before explicit loyalty to a health system is formed.
  • Specific physician attributes matter most to consumers:
    • The most important physician attribute is the insurance plans they accept – 90% of respondents say it is important or very important to confirm that their healthcare is covered by their insurance.
    • A close second is the physician’s clinical experience with the patient’s specific condition or procedural need (85%).
  • Consumers lack actionable methods for booking appointments:
    • 14% of consumers book appointments through an online resource and 58% book through a phone-based resource. 
    • However, when asked about their preferred booking methods, consumers are nearly equally split between preferring high touch off-line resources, self-service online resources, or a multi-channel assortment of booking options.

“As patients become more engaged in the research and management of their health, hospital systems need to understand what motivates them. There is a huge opportunity to provide consumers with the appropriate resources – both online and offline – to find the right physicians and conveniently schedule appointments,” said Julie Yoo, co-founder and chief product officer at Kyruus.

“This research corroborates a trend that health executives have long suspected - that consumers are becoming more thoughtful, careful, and proactive when making choices about their health,” said John Englehart, chief marketing officer at Hospital for Special Surgery. “The rise of digital channels as a means to access care introduces accountability for health systems but simultaneously provides a tremendous opportunity to engage consumers, build their trust, and help inform that choice.”

Additional Resources

 About Kyruus

Kyruus is a leading provider of enterprise software solutions that enable hospitals and health systems to optimize the patient experience across all channels of patient access. Leveraging a proprietary Big Data approach, our technologies integrate and enrich information about provider expertise, demographics, and scheduling logic for real-time referrals and supply-demand matching throughout the health system.

ProviderMatch™ ensures that patients are matched with the right providers, at the right time, in a manner that maximizes provider efficiency and care coordination.

To find out why a Better Match Means Better Care, please visit