Introduction to Patient Access Challenges
The 2024 Care Access Benchmark Report for Healthcare Organizations delves deep into key areas that healthcare organizations are focused on, including:
- Boosting new patient acquisition and engagement
- Getting people connected to the right care
- Driving operational efficiency
The research also highlights the need for improved patient access. The report discusses how important it is to provide consumers the digital experiences that they desire, however, it also stresses the importance of making sure those digital experiences are powered by accurate, enriched data. Doing so will ensure that patients are matched with the best care for both their clinical needs and personal preferences. It’s important to note that doing this will not only boost patient satisfaction, it can also greatly improve operational efficiency.
Centralized Data to Power Multi-Channel Patient Access
With 52% of consumers consulting three or more online resources when searching for care, centralizing and maintaining accurate provider, service, and location data is crucial. Organizations can use this centralized data to not only power their owned digital experiences, but they can also push that data out to other third-party sites that consumers frequent most, such as health plan websites or Google. This approach not only aids in attracting new patients but also ensures that existing patients have a seamless experience when seeking care, regardless of where they begin their search.
Preventing Care Gaps Through Digital Patient Engagement
The report shows that 63% of people who skipped or delayed care in the last year could not find an appointment that was at either a convenient day, time, or location for them. 48% of those that skipped care even indicated that they would change providers for access to patient online scheduling. These figures highlight the need for healthcare organizations to expand patient access to self scheduling capabilities, whether that means launching it for the first time or adding additional appointment types or specialties, ultimately making it easier for patients to find and book care on their own time.
Expanding the Digital Patient Journey and Promoting Operational Efficiency
Consumers have spoken: they want the ability to perform as many tasks digitally ahead of their appointment as possible. The days of needing to fill out a mountain of paperwork on a clipboard while sitting in the waiting room are over. Allowing these pre-visit tasks to be completed online will not only meet preference for enhanced patient access, but it will greatly improve operational efficiency by allowing your front-office staff members to focus on other, higher-value work.
Conclusion: The Path to Better Patient Access
The 2024 Care Access Benchmark Report stresses the importance of having a comprehensive digital strategy to improve patient access. By focusing on maintaining an accurate digital presence with centralized provider data, improving the availability of online patient scheduling, and expanding pre-visit digital capabilities, healthcare organizations can better meet the needs of today’s consumers and while meeting key business objectives.
