Oct. 16, 2019
Patients who struggle to make an appointment on your practice web site, or do other routine tasks, like re-ordering contact lenses, may decide to get their eyecare elsewhere, a new study reported on by Heather Landi in FierceHealthcare suggests.
Cedar worked with independent research firm Survata to survey 1,607 consumers who visited a doctor or hospital and paid a medical bill in the last 12 months.
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Half of consumers say they are frustrated about their provider’s lack of adoption of digital administrative processes, such as online bill pay, access to insurance information, digital pre-appointment forms or mobile and e-mail bill delivery. And 41 percent of patients said they would stop going to their healthcare provider over a poor digital experience. Notably, one-in-five patients already stopped or switched providers over a poor digital experience.
Younger health-care consumers are significantly more frustrated, more likely to stop seeing providers and more likely to write negative reviews based on bad digital experiences, according to the survey.
Patients aged 18-24 are three times as likely (61 percent) to consider switching providers over a poor digital experience compared to the over-65 population (21 percent). They are also four times as likely (29 percent) to have already abandoned a provider due to a poor digital experience compared to the over-65 population (6 percent).
The survey also found digital experiences can be a big reason consumers write negative online reviews of providers, with those reviews being highly influential. About one-in-five patients have given a negative review of a provider because of a poor digital experience.