Patient Access Preferences Report:
The Pandemic's Lasting Impact

1,000 Consumers Weigh in on Everything From Virtual Care to Vaccines

Digital patient access has undergone a major transformation during the pandemic and consumer preferences have evolved along with it. New insights, from a 2021 survey of 1,000 people, reveal the importance of hybrid approaches to care delivery (virtual and in person) and digital access offerings to meet growing demand for convenient self-service in the future.

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Key findings include:

    • More than half of respondents delayed some type of care (e.g., routine, specialty, mental health, or surgical care) during the pandemic
    • Over 60% say virtual care access will play a role in where they seek care in the future
    • Nearly 60% would prefer to book a COVID-19 vaccine appointment online, mirroring broader scheduling trends
    • 48% cited insurance accepted as a top factor in where they’ll get care in the future, followed by timely access (37%); less than 25% cited loyalty


As care demand rebounds, healthcare organizations have the opportunity to differentiate themselves by creating increasingly flexible, patient-centric access and delivery models. For more insights on how to meet changing consumer preferences, download the full report.

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