Report highlights desire for a convenient and empathetic healthcare experience driven by technology

Seattle, WA – February 15, 2022 – Some Americans might say they are pleased with their current healthcare provider, but a new Tegria survey conducted by The Harris Poll reveals that nearly 7 in 10 Americans (69%) would consider switching to another provider that offers more appealing services. Top drivers that could inspire people to switch include the availability of same-day appointments for non-routine issues (35%), convenient locations where they already go (30%) and self-scheduling (29%). In fact, more than 4 in 5 Americans (81%) believe the ability to schedule healthcare appointments online would make the scheduling process much easier and more than three quarters (79%) want the ability to use technology when managing their healthcare experience.

These and other findings are highlighted in a new report commissioned by Tegria, the healthcare technology consulting and services company founded by Providence. The survey was conducted online by The Harris Poll among more than 2,000 U.S. adults regarding their feelings about scheduling and meeting with a new physician for the first time, using related technology and preferences for their overall healthcare experience.

“This new data underscores our observation that the first steps in a healthcare journey are critical to patient retention, but the welcome experience often does not meet modern expectations,” said Danny Fleisher, Tegria’s managing director of patient access and technology. “Providers need to change now or watch as others who do a better job at offering convenience and customer service take over their roles as community caregivers.”

The poll results suggest that the patient experience is ready for an upgrade that includes 24/7 access and ease of use. More than 3 in 5 Americans (61%) say they would like their healthcare experience to be more like the customer experience of an online convenience service app, such as Amazon Prime, Uber, or Instacart.

Emily Tempels, director of access and experience, understands the complexity associated with patient access. “How patients reach the organization or walk through the door is assumed to be easy – if we open the doors, people will come – but that’s just not the case, unfortunately.”  Improving access starts with streamlining foundational workflows and then layering on technology to elevate patient and provider experiences.

Additional Key Findings from the Survey:

• Frustration is Common: 60% of Americans find the process of seeing a new healthcare provider to be frustrating.

• Kindness is Key: more than half say kindness from the provider (56%) and office staff (52%) is important when meeting with healthcare providers for the first time.

• Technology is Making a Difference: Many Americans seem to believe technology could minimize struggles during the patient journey, with 75% stating they have found technology helpful when working with a new healthcare provider such as getting test results, asking medical questions, or paying their medical bills.

• Virtual Care has a Generation Gap: Nearly 3 in 5 Americans (59%) would be open to having a virtual appointment for their first visit with a new provider. However, adults age 65+ are much less likely to feel this way (37% vs. 65% under age 65).

“There is definitely room to improve the welcome and overall experience for everyone involved in healthcare, meaning patients, clinicians and support staff,” said Fleisher. “Ideas from other consumer-facing industries can help. Our customers have adapted best practices from retail, travel and tourism and entertainment companies to provide warmer welcomes and less red tape. This has kept the focus where it belongs—on providing great clinical care—and has led to improved patient retention and growth.”

The survey also highlighted other factors that are important to patients when meeting with a new provider for the first time. Top factors included short to no wait-times, ease of confirming insurance coverage and completing new patient paperwork, and the ability to be referred to an in-network specialist.

About Tegria

Tegria provides consulting and technology services to help organizations of all sizes humanize each healthcare experience. Tegria helps customers throughout the United States and internationally maximize technology, transform operations, improve financials and optimize care. 

About The Harris Poll

The Harris Poll is one of the longest running surveys in the U.S. tracking public opinion, motivations and social sentiment since 1963 that is now part of Harris Insights & Analytics, a global consulting and market research firm that delivers social intelligence for transformational times. We work with clients in three primary areas; building twenty-first-century corporate reputation, crafting brand strategy and performance tracking, and earning organic media through public relations research. Our mission is to provide insights and advisory to help leaders make the best decisions possible.  To learn more, please visit www.theharrispoll.com.

Survey Method

This survey was conducted online within the United States by The Harris Poll on behalf of Tegria from January 4-6, 2022 among 2,019 U.S. adults ages 18 and older, among whom 1,611 have seen a new healthcare provider in the past 5 years. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables and subgroup sample sizes, read more here or contact Tanya Jeffers.

For More Information Contact:
Tanya Jeffers
Brazer Communications
415-720-6456
tanya@brazercommunications.com