Research by Experian Health Reveals Pandemic Impact on the Patient Experience and Effects That Will Shape the Future
13 Enero 2021 - 05:00AM
Business Wire
White paper examines consumer and provider
responses to a national survey on topics ranging from
self-scheduling to price transparency to securing patient data
Experian Health today released insights from a national survey
among consumers and healthcare providers that reveal how the
patient journey has been impacted, and improved, based on the
industry’s pandemic response. The report also uncovers providers’
biggest patient experience challenges and offers strategies to
overcome those barriers.
One theme stood out: to get ahead of the curve in 2021,
providers must continue to evolve the patient experience with
digital solutions. The research shows some patient expectations are
in line with providers’ perspectives and intentions, but there are
gaps that remain:
- More than 70 percent of consumers surveyed would like the
option of using a provider portal to conduct their healthcare
business, while 56 percent said it’s one of the most important
services - More than half (53%) of providers say seamless access to
patient portals and offering digital registration is an urgent
priority
- Most consumers (78 percent) would like to schedule appointments
digitally - More than half (51%) of providers feel that scheduling
is too difficult to offer as a self-service
- Finding quick and convenient appointment times has been a top
challenge among several healthcare experiences for consumers during
COVID-19 - Facilitating contactless care is a top three challenge,
according to 54 percent of providers
- A majority of patients (58%) would be interested in a payment
plan that’s tailored to their personal financial situation (rising
to 72% for 25 to 34-year-olds) - Fifty percent of providers are
extremely or very concerned with collecting payments from consumers
over the next 12 months
“The start of 2021 is the perfect time to assess where everyone
stands on the healthcare access topic,” said Tom Cox, General
Manager and head of product for Experian Health. “We’ve had nine
months to observe transitions, modifications, improvisations and
complete overhauls as a result of the pandemic.”
The white paper, “The state of patient access: 2021,” not only
explores consumer and provider perspectives on the future of
patient access but offers recommendations for how healthcare
providers can prepare for what lies ahead. It also outlines four
existing opportunities for providers that are immediate and
relevant across healthcare:
- Consumers’ expectations to control more of their care
journey
- Convenient patient access cannot compromise safety and
security
- Pandemic adaptations will lead to long-term, systemic changes
in the patient experience
- The evolving financial exchange between consumers and providers
continues to reflect the pressure on healthcare to operate like
other service sectors
“These insights will help providers understand patients’ new
expectations, informing a smooth return to ‘business as usual’ and
jump starting their efforts to reverse the pandemic’s financial
impact,” added Cox. “2021 is a great opportunity to ‘control what
you can’ and make investments in patient access improvements,
because that part of the care journey has become very influential
to satisfaction and loyalty.”
Download the white paper at
http://www.experianhealth.com/accesssurvey2021.
About Experian Health
At Experian Health, we collaborate with more than 3,400
hospitals and 7,300 other healthcare organizations representing
500,000-plus providers — almost 60 percent of the market — to
provide data-driven platforms to empower our clients to make
smarter business decisions, boast a better bottom line and foster
stronger patient relationships. Our industry-leading solutions
include revenue cycle management, identity management, patient
engagement and care management.
Part of Experian, the world’s leading information services
company, our Experian Health business is known for its patient
access heritage, advanced data insights and patent-pending
Touchless Workflow™ which help providers, labs, pharmacies and
other risk-bearing entities power opportunities in today’s
consumer-driven healthcare environment.
Experian has 17,800 people operating across 45 countries, and
every day we’re investing in new technologies, talented people and
innovation to help all our clients maximize every opportunity. We
are listed on the London Stock Exchange (EXPN) and are a
constituent of the FTSE 100 Index.
For more information about Experian Health, visit
http://www.experianhealth.com. Learn more about Experian at
www.experianplc.com or visit our global content hub at our global
news blog for the latest news and insights from the Group.
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version on businesswire.com: https://www.businesswire.com/news/home/20210113005076/en/
Sandra Bernardo Experian 1 949 529 7550
Sandra.bernardo@experian.com
Experian (LSE:EXPN)
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