PLX Academy · Patient Experience · 22 August 2022
Patients will seek out a new doctor that will make a better fit with factors such as timeliness, friendliness of the staff, and use of modern technology contributing to the overall experience, according to a new survey from practice technology leader ModMed and conducted by independent research firm OnePoll.
The survey asked 2,000 patients about their experience with a doctor’s office and found that 73 percent of patients said they keep a mental checklist of the things they like and dislike and based upon this they decide whether to choose a new doctor or not. One in three respondents said they have switched providers because they have had an unpleasant encounter with office staff, while around two-thirds or 67 percent said the friendliness of staff is an important factor when picking a provider.
Creating a good patient experience is paramount for healthcare providers. Patients are in charge of their healthcare now more than ever, and if they are dissatisfied with a healthcare encounter they can and will choose to go somewhere else. Healthcare organizations working to keep high patient volumes to maintain a healthy revenue cycle should remain mindful of the factors that make for a good patient experience.
According to the survey, 60% of patients are likely to select one doctor over another if able to make appointments online. And 61% place importance on how easy it is to make payments when considering whether to continue seeing a doctor. The survey provides insights into what is important to a patient as it relates to a practice of website, online reviews, waiting room, staff, payments process, follow-up communications and more. It also inquired about which digital tools patients prefer to use before, during and after a medical visit.
From scheduling their own appointments to accessing medical records to making payments from their phone, patients want greater control over how they interact with a medical practice. According to the survey, a majority of patients agree that it is frustrating when they call for an appointment and have to leave a voicemail and wait to be called back. In fact, 48% prefer to email, text or use an online portal over a phone call to make appointments.
And 67% are more likely to use chat over calling to make an appointment or request lab results. In the exam room, 46% prefer their doctor use a tablet to review patient history. With the introduction of new technology, 54% strongly agree that their doctor seems more attentive. And when it comes time to pay the bill, more than half of patients surveyed are more likely to pay a bill faster than usual if they receive a text message reminder, and are more likely to pay faster if given an online option.
And it’s not just about digital tools making things easier. There is also an impact on the perception of quality of care. Nearly half, or 47%, of respondents strongly agree, and an additional 42% somewhat agree, that the office staff seems more engaged since introducing new technology at the office. Taking a digital-first approach with patients could free up staff to focus more on non-administrative tasks, giving them more time to focus on patients and potentially boosting their own job satisfaction.
Yet even with these digital options, human interaction remains important. Not surprisingly, people want to be treated well, they value their time and they may choose to leave or never return to a doctor’s office if they do not have a good experience.