Key Patient Engagement Trends

Key patient engagement trends indicate that patients’ expectations for convenience, affordability, and quality care are redefining the way they engage with practices.

Pre-Appointment

75% of patients search online before booking an appointment with a practice. And when they find a provider on their mobile device, they book an appointment with that provider. 44% of patients book an appointment with a practice if they find it through their mobile phone. ²

44%

40%

When patients feel more in control, they are more satisfied with the healthcare services. Appointment scheduling is one of the touchpoints where consumers expect practices to provide a digital experience. 40% of patients would consider switching providers for online scheduling. ³

Tip for Practices

Online scheduling provides much more convenience to the patient. It enhances the efficiency of the office as the front staff does not have to attend to phone calls and answer patient queries. Providers can start using online appointment booking portal to make their practices available for appointment scheduling, 24/7.

Pre-Appointment Cont.

70%

of patients say they are more likely to choose a provider that offers reminders for follow-up care via email to text. ⁴

Younger Americans and millennials are embracing digital tools over traditional healthcare services. They tend to use email or text messages to communicate with providers.

60%

of patients want to share their healthcare through a digital format. ⁵ Patients would rather fill out intake forms from their homes using a patient portal than filling them out at the practice while waiting to see the provider.

Providing the same information over and over again is not only inconvenient for consumers but it is an inefficient process for practices. Sixty percent of provider practices that use digital patient intake systems said the tool helped them reduce overhead costs associated with paper patient intake forms and focus more on the patient experience.

With integrated patient portal and EHR systems, all the documents and assessments are automatically submitted to a centralized database, which is accessible by the provider and staff members, thereby enhancing attentive and personalized care.

Tip for Practices

During Appointment

Technology is playing an indispensable role in paving the path for better patient experience. When a patient arrives at a practice, they want three things - digital check-in, quality care, and reduced wait time.

To provide consistency in patient engagement, successful practices are making the shift to digital solutions in the waiting rooms.

1. Wait Time:

43% of patients feel frustrated when the wait time hit the 20 minute mark. ⁶ Practices that fail to address wait-time frustrations stand to lose up to 48% of their patient base in a year. ⁷

Being told in advance the total wait time

Being notified via text or phone if wait time is more than 30-min

Free Wi-Fi in the waiting room 83%

83%

67%

Television in the waiting room

0% 56%

25% 50% 75% 100%

During Appointment Cont.

2. Self-check-in kiosks:

Digital check-in empowers patients to manage their own appointments. They can check-in themselves through a frontdesk kiosk without having to interact with the staff.

This gives your patients more control and saves your staff’s time.

3. Quality Care:

The context within which quality, patientcentered care can be provided at any practice revolves around:

It becomes easier to deliver quality care faster and coordinate with all staff with practice management software.

Faster delivery of appropriate care Greater coordination among staff Emphasis on patients and their needs

Tip for Practices

Invest in patient scheduling software to track patient appointments and check-ins and assign rooms.

Post-Appointment

Sending post-appointment feedback surveys or messages help patients share their experiences and enable practices to get insights into how patients perceive their services.

86% of top-performing practices send patient feedback surveys after every visit. ⁸

86%

01

Impact of Patient Reviews

Patient feedback posted as reviews online can have a growing influence on providers’ reputations and ability to attract new patients.

02

Patients Read Reviews

71% of surveyed patients use online reviews as the very first step to finding a new practice. ⁹

03

4 or 5-Star Reviews Matter

The online reputation of a practice is the first impression for new patients. A good number of 4-star and 5-star reviews attract many potential patients. 43% of patients would go out of their insurance network for a provider with favorable reviews. ¹⁰