For a multitude of reasons, from younger generations making up more of today’s customer base to COVID-19 driving digital transformations across industries, healthcare has completely changed within the last few years.
Perhaps you can remember what going to the doctor used to look like just five years ago. For many, there were only so many doctors you could visit, with a large portion requiring a referral, mountains of physical paperwork, or getting an appointment on the books months in advance—all to exchange only a few words with your actual doctor.
But now, Millennials and Gen Z make up over 50% of the US population. Furthermore, a survey by McKinsey found that responses to the pandemic have accelerated the adoption of digital technologies by several years. As a result, changing client expectations are pushing healthcare professionals to re-evaluate the patient experience so they can better attract and retain their customers.
That’s why in this blog post, we’ll dive into these modern patient needs and share how healthcare can make the biggest impact on the patient experience.
New Patient Expectations
Younger generations such as Millennials and Gen Z have been driving the healthcare industry to adapt and better meet their needs in recent years. The Accenture 2019 Digital Health Consumer Survey revealed that younger generations ranged from “dissatisfied” to “very dissatisfied” with aspects of traditional care. The survey also found that consumers increasingly will choose medical providers who offer digital capabilities— whether that’s requesting prescription refills electronically, receiving digital reminders for follow-up care, communicating via secure email or video conferencing, changing appointments online, and more.
But what has actually changed since 2019?
The short answer is, to little surprise, a lot. The 2021 Accenture Health and Life Sciences Experiences Survey found that the industry has begun to make lasting improvements in digital adoption and patient experiences. In fact, 26% of their survey respondents shared that their access to healthcare has been even better since the onset of the COVID-19 pandemic.
First, the adoption of digital technologies increased in select areas. In 2020, only 7% of people had a virtual consultation with a provider. But in 2021, this number jumped to 32%. In addition, the use of electronic health records jumped from 16% in 2020 to 31% the next year. Furthermore, remote patient monitoring to track symptoms or conditions tripled from 3% to 10% in just one year. Overall, these findings highlight the fact that what used to be doctor-controlled, such as booking appointments and filling out paperwork, has now become more patient-controlled due to advances in and adoption of telehealth and mobile ability.
However, negative healthcare experiences are still prevalent, with 22% of those reporting unpleasant experiences stating that their visit was not efficient. On top of that, 44% of those reported feeling stressed or upset by these negative experiences, and 34% switched providers or treatments or were less likely to seek medical care the next time they needed it.
In light of these serious consequences, what can healthcare providers do in order to create a smoother patient experience?
A More Convenient Process
Patients these days are demanding digital capabilities that allow them to more conveniently control their own experiences and find treatment (think of the fast convenience of Uber or PostMates). Countless healthcare providers now allow patients to book appointments with a number of doctors from their mobile phones, fill out the paperwork online, receive text reminders, and even “visit” doctors from the comfort and privacy of their own homes. And instead of waiting in the pharmacy to get a prescription filled, patients can digitally request prescriptions and simply receive a notification when it’s ready.
With this rise of a digitally-enabled convenience culture, an effective file transfer system is a straightforward but powerful way that healthcare providers can better attract and retain patients. A file transfer is simply the process in which one computer system transmits a computer file through a communication channel to another computer system.
But why are file transfer systems so important?
Every type of organization needs to ensure that their exchange or delivery of data is secure, compliant, and efficient. An inefficient file transfer solution can spell disaster for patients by creating significant amounts of friction during a transaction. For example, if your patient has to create an account with a username and password, receive and enter a pin, and then answer security questions just in order to fill out new patient paperwork, they may consider other providers. That’s why an ideal file transfer solution streamlines the entire experience by reducing unneeded or complicated touchpoints while also working on a variety of interfaces such as mobile, browser, and email.
The Botdoc Way
Botdoc is the first-ever easy, remote, and secure file transport service that works via text messaging and email with end-to-end encryption. With Botdoc, you’ll onboard patients and complete paperwork at least 50% faster with no pins, no passwords, no logins, no accounts, no apps, and no software to download. And keep an eye out for exciting updates from us: Botdoc will soon have our API integrated into EPIC, allowing the processing of paperwork and patient interfacing to be even more seamless.
Let’s schedule a demo today and discuss how the secure “FedEx” of data can help you better manage your bottom line.