Consumer Choice and Expectations: Highlighting the 2023 Care Access Benchmark Report
These days when consumers are considering their care options, they have more than just a few providers to choose from. The widespread adoption of mobile devices and digital technology means there are more ways to find a physician who best meets their needs and expectations.
Higher expectations are probably the biggest driver of healthcare consumerism. Consumers experience more convenience through industries such as banking and retail and want that same level of personalized and convenient service from their healthcare providers.
Expectations and decisions are forefront in Kyruus’ newly released 2023 Care Access Benchmark Report, which highlights findings from a survey of 1,000 consumers on how they search for, select, and access care today. As the report indicates, patients don’t simply want to use technology to locate a provider with whom they match well. Most, especially those 65 years of age and younger, prefer a medical group that enables them to utilize digital self-service tools throughout their healthcare journey.
What Patients Want
Cost, quality, and convenience continue to top the reasons consumers cite for choosing a provider. In addition to wanting a medical group that accepts their insurance, is equipped with clinical expertise on their condition(s), and appointment availability, cost and the provider’s reputation round out the top five factors patients prioritize.
Today’s healthcare consumers, especially Millennials, also require transparency. As the new report reveals, nearly 65% of Millennials want estimated out-of-pocket costs based on a specific plan and deductible status. That’s not at all surprising giving pricing variances among providers and the fact that the average outpatient visit costs $500.
These expectations must be met by a positive patient experience, too. Unfortunately, scheduling an appointment via a phone call often results in long wait times and poor clinical matching. Only about 36% of consumers who attempted to schedule care over the phone were confident that they were scheduled with a provider who could meet their clinical needs.
Certainly just as important in an end-to-end digital self-service experience is patients’ ability to complete intake forms and complete check-in with their provider before an appointment. Even being able to pay digitally boosts patient satisfaction. A bonus? It improves collections for medical groups, resulting in a more financially sustainable practice.
As the Care Access Benchmark Report findings demonstrate, healthcare providers who want to ensure they’re attracting, growing, and retaining their consumer base should create a comprehensive digital access strategy, optimize the scheduling experience, and broaden their digital roadmap. You can download the complimentary report here.
Don’t hesitate to reach out to us with any questions about how the Kyruus + Epion team can help you stay competitive with digital self-service! And, join us for an upcoming webinar discussing how to engage digital-first consumers with the right experience.