{"id":39776,"date":"2020-01-08T00:00:00","date_gmt":"2020-01-08T08:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/digital-healthcare-and-patient-experience-what-consumers-want\/"},"modified":"2025-07-02T01:51:42","modified_gmt":"2025-07-02T08:51:42","slug":"digital-healthcare-and-patient-experience-what-consumers-want","status":"publish","type":"post","link":"\/us\/en\/blog\/digital-healthcare-and-patient-experience-what-consumers-want\/","title":{"rendered":"Digital healthcare and patient experience: what consumers want"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">What do today\u2019s patients want from their healthcare providers? According to a recent survey from Accenture, healthcare providers\u2019 digital capabilities will play a strong role in how consumers choose their care.<\/span><\/p>\n<p><a href=\"https:\/\/www.accenture.com\/t20180306t103559z__w__\/us-en\/_acnmedia\/pdf-71\/accenture-health-2018-consumer-survey-digital-health.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Over the years<\/span><\/a><span style=\"font-weight: 400;\">, consumers\u2019 demand that healthcare providers offer greater digital services (including receiving and sending email, receiving text reminders, and communicating with providers through video conferencing) grew significantly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A recent report from Accenture highlights just how true that is. In <\/span><a href=\"https:\/\/www.accenture.com\/_acnmedia\/pdf-94\/accenture-2019-digital-health-consumer-survey.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Accenture\u2019s 2019 Digital Health Consumer Survey<\/span><\/a><span style=\"font-weight: 400;\">, more than half of all patients expected their providers to have digital capabilities. Seventy percent of patients were more likely to choose a provider that offers reminders for follow-up care via email or text, and 68 percent wanted the ability to schedule, change, or cancel an appointment online.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Accenture surveyed nearly 8,000 people in seven countries (Australia, England, Finland, Norway, Singapore, Spain, and the US), asking participants 18 and older to share their attitudes toward traditional and non-traditional healthcare services delivery. (\u201cTraditional\u201d healthcare services delivery refers to visiting a provider at an office, clinic, or hospital, whereas \u201cnon-traditional\u201d healthcare services delivery refers to walk-in or retail services clinics, outpatient hospitals, virtual health, on-demand services, or digital therapeutics.)<\/span><\/p>\n<h2><b>Additional insights from the Accenture 2019 Digital Health Consumer Survey<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Accenture\u2019s survey findings show that younger generations\u2014Gen Z and Millennials\u2014are the most dissatisfied with a number of aspects of traditional care. Gen Z is defined as people being born after 1997, while Millennials are those born between 1981 and 1996. Here\u2019s what makes Millennials and Gen Z unhappy about traditional healthcare:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Lack of responsiveness to follow-up questions outside of the appointment (24% of Gen Z and 15% of Millennials)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Excessive wait time and speed of appointment (18% of Gen Z and 21% of Millennials)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">The inconvenience of appointment times (15% of Gen Z and 16% of Millennials)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Although Gen Zers and Millennials may be the most vocal about it, older generations, such as Baby Boomers and the so-called \u201cSilent\u201d Generation (born between 1928 and 1945) aren\u2019t satisfied with traditional healthcare services delivery either. Here\u2019s how they feel:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">For 57% of Baby Boomers and the Silent Generation, customer satisfaction hinges on the convenience of appointment times.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">63% of older patients would be satisfied with better responsiveness to follow-up questions.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">53% of older patients are looking for improved wait time and speed of appointments.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Moreover, non-traditional healthcare services delivery offers the same levels of satisfaction with the convenience of location or channel, convenience of appointment times, responsiveness to follow-up questions, and the efficiency of operations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is clear that today\u2019s consumers want healthcare that meets their needs, rather than changing their schedule to accommodate their provider. Simply put, patients are looking for a good experience at every touchpoint with a healthcare provider or facility.<\/span><\/p>\n<h2><b>Give patients what they want with a healthcare cloud communications solution<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The Accenture survey puts a particular spotlight on communications and collaboration software for medical providers, which has the potential to address consumers\u2019 concerns and greatly improve the patient experience. Communications and collaboration solutions often include voice, video meetings, team messaging, and contact center technologies. Many providers use some or all of these technologies, but often from multiple different vendors, which creates silos of disconnected communication that often lead to the problems Accenture describes. The more they can integrate these technologies, however, the more they can connect staff, administrators, and patients to streamline workflows and improve overall experiences.<\/span><\/p>\n<p style=\"text-align: left;\"><a href=\"https:\/\/netstorage.ringcentral.com\/documents\/top-digital-patient-expectations-ringcentral-healthcare-communications.pdf\"><strong>Download RingCentral\u2019s top digital patient expectations for<br \/>\nyour medical facility infographic.<\/strong><\/a><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ve identified three significant ways in which a healthcare cloud communications and collaboration solution can help improve the patient experience:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Appointment scheduling<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Patient follow-up<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Digital experiences<\/span><\/li>\n<\/ul>\n<h3><b>Appointment scheduling<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In its 2019 study on consumer attitudes toward healthcare, <\/span><a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/global\/Documents\/Life-Sciences-Health-Care\/gx-lshc-hc-outlook-2019.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Deloitte<\/span><\/a><span style=\"font-weight: 400;\"> identified the need to adapt to changing consumer needs, demands, and expectations as one of the top concerns globally for healthcare providers. For example, the report noted that many public and private sector providers are taking steps to make appointment booking easier because it\u2019s one of the most frustrating parts of the healthcare experience.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/healthcare-communications-cloud-phone-systems.html#SFForm?__mscta=2471_78871_7398\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">A healthcare cloud communications solution<\/span><\/a><span style=\"font-weight: 400;\"> makes appointment scheduling easier. At smaller practices, calls are forwarded to a desk phone as well as a mobile phone and laptop, while larger practices have <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> technology in place to route the call to a live agent. The secretary at a small practice answers the call on the mobile phone and books the appointment at the computer; at the larger practice, the patient\u2019s information automatically appears on the agent\u2019s screen. With this technology in use, patient experience during appointment scheduling improves.<\/span><\/p>\n<h3><b>Patient follow-up<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Often, after an appointment ends, the patient comes up with a question to ask the provider. To ask that question, the patient has to book another appointment. While patients in generations\u2019 past accepted that standard, today\u2019s patients don\u2019t.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s where a healthcare cloud communications platform comes into play. Patients call a care navigator helpline or log in to a secure portal to ask questions and get the answers they need, without having to book an appointment. Once again, a comprehensive healthcare communications platform delivers a positive experience during any patient follow-up encounter.<\/span><\/p>\n<h3><b>Digital experiences<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Healthcare professionals realize that providing digital experiences to patients is important. In fact,\u00a0<\/span><a href=\"https:\/\/www.pwc.com\/us\/en\/industries\/health-industries\/health-research-institute\/customer-experience.html?elq_mid=10239&amp;elq_cid=167048%20\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">81 percent<\/span><\/a><span style=\"font-weight: 400;\"> of payer executives say their company is investing in technology to improve the patient experience; however, it\u2019s all about investing in the <\/span><i><span style=\"font-weight: 400;\">right<\/span><\/i><span style=\"font-weight: 400;\"> technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Healthcare cloud communications solutions allow providers to confirm appointments by secure texts and emails or hold video conferences with patients or colleagues, and to measure patient satisfaction with automated surveys.<\/span><\/p>\n<h2><b>Patients demand more\u2014so should you<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Today\u2019s patients are empowered to demand more from their providers. Choosing an effective technology solution helps you satisfy those needs and maintain a competitive edge in a challenging healthcare market. Demand more from your healthcare communications system.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/healthcare-communications-cloud-phone-systems.html#SFForm?__mscta=2471_78871_7398\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Deliver the ideal patient experience and transform your practice with the right system. Get the demo today.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What do today\u2019s patients want from their healthcare providers? According to a recent survey from Accenture, healthcare providers\u2019 digital capabilities will play a strong role in how consumers choose their care. Over the years, consumers\u2019 demand that healthcare providers offer greater digital services (including receiving and sending email, receiving text reminders, and communicating with providers &#8230;<\/p>\n","protected":false},"author":292,"featured_media":45501,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674],"tags":[1682],"class_list":["post-39776","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare","tag-healthcare"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Digital healthcare and patient experience: what consumers want | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"What do today\u2019s patients want from their healthcare providers? 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