Digital Access Insights from a Survey of 1,000 Healthcare Consumers

The 2024 Care Access Benchmark Report for Health Plans, based on a survey of 1,000 healthcare consumers, provides a comprehensive overview of the current state of care access and digital engagement. The survey reveals why many individuals are skipping or delaying care and underscores the growing demand for digital self-service functionalities, such as online scheduling and out-of-pocket cost estimation tools.

Despite progress in digital tools following Transparency in Coverage mandates, consumer awareness and usage of these tools are declining, with many requesting additional resources and guidance to navigate their healthcare options effectively. Inaccurate provider information continues to be a challenge, leading to care delays or avoidance for many consumers.

The report also highlights notable generation differences. Gen Z, now the leading users of transparency tools, demand more from health plans, including detailed provider profiles with photos and videos. In contrast, older generations show less awareness of digital offerings, indicating a need for targeted campaigns to educate them on the benefits of these tools.

Download the full report for actionable steps health plan organizations can take to understand breakdowns in the member experience and to assist members in navigating their healthcare journey.

The State of Care Access

To manage growing consumer expectations and shrinking staff resources, forward-thinking healthcare organizations have adopted digital strategies, but Kyruus’ latest research shows that the experiences they provide are often falling short. It is not enough for organizations to simply offer self-service capabilities, they must do so in a way that offers a modern user experience that fosters trust and builds long-term connections to the organization.

The State of Care Access

Health Plans have invested time and resources to provide members with accurate information about in-network care options and costs, resulting in a significant boost in member trust. Yet a gap still exists between the tools health plans offer and the overall member experience.

The 2023 Care Access Benchmark Report delves into consumer expectations, offering broad insights into what members want when interacting with health plans to search, select, and schedule care.

The Many Digital Doors for Finding, Selecting, and Accessing Care

Now in its sixth consecutive year, our patient access survey of 1,000 healthcare consumers highlights ongoing demand for convenient access to accurate, consistent information, seamless experiences, and digital self-service—wherever people begin their journey.

Key findings include:

• The internet still retains the top spot for consumer research (61%) when it comes to finding care, and nearly 80% of consumers used 2 or more online resources in their research process.
• Over 40% of consumers prefer to book appointments online and about a 1/3 cite it as a factor when considering where they will obtain care in the future.
• Consumers are eager to use digital channels for pre-visit tasks and to engage with their healthcare providers—93% are extremely or very interested in using digital self-service for pre-visit tasks

For more insights on the pivotal role of digital channels in finding, selecting, and accessing care—download the report.

200 Providers Weigh in on Access, Engagement, and Today’s Top Challenges

Learn providers’ latest thoughts on their digital presence in both internal and third-party channels, their new-found respect for online scheduling, and what tools are helping them mitigate workforce shortages.

Key findings include:

• Nearly 80% of providers say their profile is key for presenting an accurate picture of themselves to consumers and colleagues.
• 98% of providers say it’s important for their healthcare organization to take a more active role in managing their profiles in external digital channels.
• 96% of providers report interest in online scheduling—up 30 percentage points since 2019.
• New technology solutions—including new/different practice management tools and more online scheduling—may hold the key to alleviating workforce shortages.

For more illuminating provider insights and nuances, as well as recommendations for engaging providers to impact the success of your digital access strategies, download the full report.

Download the Whitepaper

Collaboration between plans and their provider networks has moved from an ideal to an imperative with both health plans and providers realizing there is a mutual need to help each other create a better experience for people.

This survey of 100 hospital and health system executives looks at collaboration and the current challenges facing the industry. Findings offer new insights to help health plans maximize their provider relationships and find ways to work together to benefit members and patients:

• 92% of providers want greater collaboration with health plans.
• 98% of hospitals and health systems would find it valuable for patients to schedule appointments with their providers right from your provider directory.
• Providers believe increased collaboration with health plans will enhance the patient experience (49%), improve the health of their patients (18%), lower the cost of care (17%).