Consumers Want Better Digital Tools for Finding Health Care: Survey
20 Julho 2022 - 10:00AM
Business Wire
Optum survey shows consumer expectations for
accessing care have transformed, calling for improvements in the
‘digital front door’ for providers and health plans
- Consumers reveal opportunities for providers and health plans
to modernize care-seeking experiences to attract and retain
patients and members.
- Payers and providers should shore up their websites, portals
and mobile applications.
- Survey respondents want faster, easier access to insurance
information about providers and to health care.
- More than a third of consumers are not satisfied with their
ability to schedule an in-person or telehealth appointment
online.
A growing number of health care consumers prefer more seamless
digital experiences in scheduling and interacting with their health
care provider and health plan, according to the results of a survey
Optum announced today.
Many of these consumers, especially younger adults, are not
satisfied with their current experience, the survey showed. These
results highlight opportunities for providers and health plans to
attract and retain consumers, patients and members by reducing
friction in interactions with those seeking care.
Survey responses from more than 1,000 consumers explain how
providers and payers can optimize consumer satisfaction by adapting
their patient access strategies and tools such as the “digital
front door” of online portals, websites and mobile
applications.
Consumers share care access preferences
Providers seeking to attract patients through access to care
should focus on optimizing for location, hours, appointment
availability and channels of care, according to the survey.
Consumer expectations for these care access factors are not being
fully met, the survey indicated.
For example, both providers and payers have an opportunity to
become more competitive for patients and members by improving
online scheduling. Currently, 74% of patients schedule their
appointments over the phone or in person but 36% would prefer to
schedule online with either their provider or health plan. This gap
in expectations is even more acute for consumers ages 25 to 34: 45%
prefer online scheduling but only 28% do so today.
The survey indicated other enhancements to websites, portals and
mobile applications that could bolster patient and member
acquisition and loyalty. Only 57% of respondents were satisfied
with their ability to schedule telehealth appointments. When it
came to finding information for a provider such as gender, race or
licenses, only 58% were satisfied.
How to help avoid missed appointments
Since 52% of consumers missed a scheduled health care
appointment in the past year, providers and payers should evaluate
their appointment reminders for impact on the patient experience.
One-third of consumers who missed their appointments said it was
because they simply forgot, which was the reason given most
frequently. Two years ago, the No. 1 reason was COVID-19.
“The pandemic has accelerated consumer interest in online
scheduling, virtual visits and follow-up,” said Puneet Maheshwari,
co-founder and CEO of DocASAP at Optum. “We see this trend
increasing and creating more opportunities for providers and payers
to make patient care access simple and convenient, which is not
always the case today. At DocASAP, we are working to put the user
at the center of their care through personalized digital solutions
— now and long past the next wave post-pandemic.”
DocASAP, part of Optum, is a patient access and engagement
platform for health systems, health plans and physician groups.
These technology services empower organizations to navigate
patients to the optimal provider and care setting at the right time
throughout their access journey, helping improve outcomes, reduce
costs and create a better patient experience.
To learn more, including age-bracket breakdowns on consumer
preferences for care access, email Optum for a report on the
consumer survey.
Survey methodology
Commissioned by Optum, the survey of consumer views on patient
access was conducted using Qualtrics software between Jan. 25 -
Feb. 15, 2022. Feedback was obtained from 1,003 consumers of
varying ages who had a medical appointment in the past year and
completed the survey: 31% ages 25-34, 18% ages 35-44, 15% ages
45-54, 36% ages 55-64. Respondents were 54% female, 45% male, and
1% non-binary. Qualtrics and all other Qualtrics product or service
names are registered trademarks or trademarks of Qualtrics, Provo,
Utah. https://www.qualtrics.com.
About Optum
Optum is a leading information and technology-enabled health
services business dedicated to helping make the health system work
better for everyone. With more than 210,000 people worldwide, Optum
delivers intelligent, integrated solutions that help to modernize
the health system and improve overall population health. Optum is
part of UnitedHealth Group (NYSE: UNH). For more information, visit
www.Optum.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20220720005045/en/
Pete Simpkinson Optum | Advisory Board 202-266-6645
simpkinp@optum.com
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