Today’s healthcare consumers have a decided preference for digital self-service when it comes to searching for, selecting, and accessing care. These preferences are at the forefront in Kyruus’ newly released 2023 Care Access Benchmark Report, which highlights findings from a survey of 1,000 consumers.
Kyruus’ Chief Product Officer, Peter Boumenot, presented key findings from this research in a recent webinar along with 3 key steps that healthcare organizations can take to provide patients with a seamless digital experience.
1. Create a Comprehensive Digital Access Strategy
With 71% of consumers consulting the internet during their most recent search for a new provider, and 80% leveraging two or more online resources when doing so, it is more important than ever before to ensure data accuracy across channels.
Healthcare organizations must develop a strategy that enables easy management of the digital footprint across the entire ecosystem. This ensures that provider, location, and service data is accurate wherever consumers are searching for care.
2. Optimize the Scheduling Experience
Scheduling an appointment should be easy and consistent, whether consumers engage online or with call center or front desk staff.
For many consumers, the interest in scheduling appointments online exists, but they are often met with barriers when trying to convert through this channel.
Laying the groundwork with accurate, up-to-date provider and availability information is the key to uniform scheduling experiences at every access point.
3. Broaden Your Digital Roadmap
Consumers are accustomed to being able to complete many types of tasks online—and their expectations for healthcare extend beyond online scheduling. Organizations have an opportunity to fully engage consumers by integrating digital self-service features that enable them to perform a variety of different tasks online.
Download the 2023 Care Access Benchmark Report for additional insights, or access the webinar on-demand.
