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.
Kyruus’ 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 INSIGHTS & TRENDS:
- Consumers go digital when researching care options, with the majority consulting the internet
- Consumer preferences related to cost, quality, and convenience continue to drive care decisions
- Many consumers who rely on the phone to schedule appointments find the experience is often less than optimal
- Self-service options are still in high demand, and online scheduling is just the tip of the iceberg
