78 percent of technologically experienced consumers said the digital customer experience in healthcare needed improvement.
50 percent of technologically experienced consumers would leave their current physician for a better digital customer experience.
62 percent of respondents stated not being able to accomplish what they wanted to do as the main factor hindering mobile care and 42 percent said that the options were not relevant to them.
69 percent of respondents expected an insurance company to make navigating affordable care and wellness options easier.
81 percent of consumers stated searching for a physician/specialist as the top area for improvement, followed by accessing family health records (80 percent), making appointments (79 percent), accessing test results (76 percent), paying bills (75 percent) and filling prescriptions (74 percent).
“Consumer-focused brands with rich, engaging content, interactions and features have changed the landscape in digital customer experience, and healthcare is lagging behind,” said Alan Hughes of NTT DATA Services. “As patients seek seamless care to bring together services related to diagnosis, treatment, rehabilitation and health promotion, healthcare appears ripe for its own digital transformation.”
Obviously this issue is a growing concern. Many consumers are more likely to use the web to obtain health care than walk into a clinic. Having a user friendly website is one of the most important concerns for a business.
Insurance coverage can be overwhelming – confusing options, endless paperwork and tedious legalities.
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