By Israel Krush, CEO and co-founder, Hyro
LinkedIn: Israel Krush
LinkedIn: Hyro
As healthcare rapidly evolves, understanding patient perspectives is essential for enhancing care delivery and outcomes. A recent Hyro survey of more than 1,500 US patients illuminates how they interact with healthcare providers, and provides insights about their preferences for online self-service options, and their attitudes toward the emerging trend of AI-based service in healthcare.
One of the survey’s most striking findings is the extent of patient disengagement in appointment management. Nearly half of patients do not interact with their providers to confirm or reschedule appointments. This lack of engagement aligns with a sharp 37% increase in no-show rates logged across US healthcare systems in 2023.
Why are US patients so disengaged? Let’s take a look at a few of the reasons.
Why are patients disengaged?
Patients say they are overwhelmingly inconvenienced. Nearly half of patients avoid calling to cancel appointments for fear of having to navigate long hold times. Additionally, per the report, 23% of those surveyed said the lack of online cancellation options as a barrier.
There’s also a generational divide. While younger patients (Millennials and Gen X) are more likely to use patient portals for appointment management (68% and 69%), Baby Boomers lag behind in their use of such technologies (46%), underscoring the need for multiple channels to accommodate diverse patient demographics and patient needs.
Prescription management pitfalls
Medication adherence is a critical factor in managing chronic conditions and overall health outcomes. Yet, the survey reveals concerning trends in patient’s prescription refill behaviors:
- 21% of patients delay or forgo refilling prescriptions because of lengthy hold times and cumbersome processes.
- 30% report limited provider operating hours that clash with their schedules as a barrier to refills.
- 32% have experienced health complications or setbacks because of postponing prescription refills as a result.
These findings highlight the need for more flexible and accessible prescription management systems.
With 50% of patients calling at least once to check their prescription status after requesting it, call centers and physician’s administrative staff face a significant burden that can be alleviated through automation.
Healthcare’s AI revolution
Perhaps the most exciting insights from the survey relate to patient attitudes towards AI in healthcare. Contrary to some expectations, patients are not only open to AI but are increasingly embracing it:
- 81% of patients have used chatbots and AI voice assistants for healthcare support in the past year
- 41% report having had a positive experience with AI
- 84% would prefer to speak to an AI assistant if hold times are too long
- 66% expect their healthcare providers to adopt generative AI for better online and phone support this year
Patients are particularly comfortable with AI handling tasks like:
- General inquiries about operating hours, clinic locations, etc. (38%)
- Appointment management (37%)
- Finding providers or facilities in their area (35%)
However, it’s crucial to note that patients still have concerns about AI in healthcare:
- 33% cited privacy and security of personal health information as their top concern
- 31% expressed skepticism about the accuracy and reliability of AI-generated responses
- 23% worried about a lack of human interaction and personalized care
The Path Forward: Responsible AI and Improved Access
The survey paints a clear picture: patients want more convenient, accessible healthcare services, and they’re open to AI-powered solutions to achieve this. However, healthcare providers must address patient concerns to ensure the successful adoption of these technologies.
Key action items for health system decision-makers
To effectively improve patient experiences and healthcare outcomes, health system decision-makers must prioritize initiatives that streamline access, enhance communication, and ensure equitable care. By expanding self-service options, improving prescription management, responsibly adopting AI, maintaining a human touch, addressing the digital divide, and focusing on health outcomes, health systems can better meet patient needs and improve overall efficiency.
The following action items provide a comprehensive approach to achieving these goals.
Expand self-service options: Implement user-friendly online platforms for appointment scheduling, verification, and cancellation. Ensure these are accessible across multiple devices and channels.
Improve prescription management: Streamline refill processes and offer flexible options that accommodate varying schedules. Consider automated prescription status updates to reduce unnecessary calls.
Adopt AI responsibly: Leverage AI to improve efficiency and reduce wait times, but do so transparently. Educate patients on how their data is protected and the measures in place to ensure accurate, reliable AI-generated information.
Maintain a human touch: While automating routine tasks, ensure that human support remains readily available for complex issues or patients who prefer personal interaction.
Address the digital divide: Offer solutions that cater to different age groups and tech-savvy levels, ensuring no patient group is left behind.
Focus on health outcomes: Remember that reducing friction in healthcare access isn’t just about improving patient satisfaction—it directly impacts health outcomes by ensuring patients can easily manage their care and adhere to treatment plans.
By listening to the voice of the patient and acting on these insights, healthcare providers can create a more accessible, efficient, and patient-centered healthcare system. The future of healthcare lies in finding the right balance between technological innovation and human-centered care, always keeping the patient’s needs and preferences at the forefront.
As we move forward, continuous dialogue with patients will be crucial. Their voices should guide the development and implementation of new technologies and processes in healthcare. By doing so, we can create a healthcare system that truly serves its primary stakeholders—the patients themselves.