Redpoint Global announced new research revealing consumer opinions about their experiences with healthcare organizations. Conducted by Dynata, the survey of more than 1,000 U.S. consumers uncovers that nearly half feel they are not receiving a holistic experience from their healthcare provider.
Consumers increasingly expect their experience with healthcare organizations to be personalized and seamless, allowing them to access the information they need when they need it. However, a majority of consumers (71 percent) still report facing major frustrations throughout the experience – including long wait times, impersonal visits, a confusing process, and trouble when scheduling an appointment.
“Modern healthcare organizations must adopt a consumer-centric way of thinking,” said John Nash, Chief Marketing and Strategy Officer at Redpoint Global. “Consumer demands for a more holistic healthcare experience, better outcomes, and greater transparency in pricing are some of the key factors that are powering this shift. For healthcare payers and providers to deliver on this model and cater to today’s empowered consumer, they must have a deep understanding of each individual’s unique needs, offer highly relevant communications via preferred channels and generally remove friction from interactions – both digitally and in-person.”
Taking a data-driven approach is critical for healthcare organizations to meet rising consumer expectations. Unifying first-party, second-party, and third-party data in a single customer view enables healthcare providers to know all that is knowable about each consumer and use it to deliver real-time, personalized engagements that improve outcomes.
Additional insights from the survey include:
· Over half of consumers said they would rather endure a typically frustrating experience – such as waiting at the DMV or going to jury duty – than deal with a health insurance issue.
· 58 percent of consumers said that they prefer their healthcare interactions to be digital.
· More than half (54 percent) of consumers feel that their healthcare providers and insurers don’t have all the contextual information needed to personalize healthcare recommendations.
· 61 percent said they would visit their healthcare provider more often if the communication experience felt more personalized.
