New survey explores the evolution of patient engagement, further impacted by COVID-19, and what healthcare providers must implement in order to further elevate the patient experience
Updox, an EverCommerce solution and complete healthcare communication platform for in-person and virtual care, today released results of a new patient experience survey. The data underscores the need for today’s healthcare providers to offer patients convenient communication options and user-friendly healthcare technology to improve patient engagement and satisfaction. The survey was conducted online within the United States by The Harris Poll on behalf of Updox from August 31-September 2, 2021, among 2,076 U.S. adults ages 18 and older.
Notably, the survey found that more than half of U.S. consumers (53%) would most prefer to update or provide their patient information (e.g., health conditions, new prescriptions/medications, procedures/treatments, test results) to a healthcare provider digitally via online forms accessed securely by mobile phone, email, or patient portal. Furthermore, when it comes to having a good experience as a patient, more than half (55%) cite convenient communications – such as secure text and patient messaging for appointment reminders in place of phone calls – as among the most important factors.
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At my clinic, Updox really is the glue we use to build trust with our patients. Texting with them isn’t always medically related — it’s a way to show we care about them, and we’re connected to them.
“It’s clear that COVID-19 has impacted and even accelerated the expectations and preferences of patients and the ways they prefer to engage with and receive care from their healthcare provider,” said Zach Zettler, president of Updox. “It is critical for practices to adjust to these needs to better connect with patients where they are – on their phones. When it comes to technology solutions that consumers believe are important for a healthcare provider to offer, it’s all digital.”
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The survey also asked consumers how their expectations of their healthcare provider have changed as a result of the COVID-19 pandemic. Results show that patients now expect:
- Electronic forms / online paperwork options (instead of just paper forms) — 42%
- Direct access to a healthcare provider (e.g., direct message provider online/text, calling provider directly) for any pressing questions or concerns — 41%
- Telehealth appointment options are available — 41%
- Communications can be conducted virtually (i.e., over the phone, video calls, texting, email, etc.) — 39%
- Virtual waiting room options (i.e., contactless or curbside check-in, contactless patient intake solutions, billing online or over the phone, etc.) — 37%
“Communication can truly be a huge barrier in getting healthcare services, which is why it’s so important for today’s providers to focus first on establishing relationships,” said Sherie Garrison, RN, Luke Project 52 Clinic. “At my clinic, Updox really is the glue we use to build trust with our patients. Texting with them isn’t always medically related — it’s a way to show we care about them, and we’re connected to them. We value Updox’s solutions because they are user-friendly, have helped us improve patient engagement and satisfaction, and have also enabled us to boost efficiency and save costs.”
Updox recently launched a new online patient payments solution, Updox Payments, powered by PaySimple, also an EverCommerce company. The solution provides a fast, easy way to request and collect patient payments from any location or device, also offering an easy-to-use dashboard so practices can track payments, manage requests and see status immediately.
In addition to the survey, Updox released a new free resource for healthcare providers that is now available for download: ‘5 tips for Optimizing the Patient Experience.’
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