Doctor's Office Experience Leaves Patients Frustrated
According to a Sequence survey, 61 percent of respondents would prefer a text alert before they leave home to let them know if they will not be seen by a health care provider on time.The average doctor’s appointment experience, from self-diagnosis to follow up, fails to meet today’s consumer standards for convenience, information and speed, according to a Sequence survey of more than 2,000 U.S. consumers. In addition to identifying points of stress for patients, the survey uncovered a need for more technology-driven consumer experiences, with 88 percent of doctor’s appointments still scheduled by phone, subject to wait times and potential back-and-forth. "Our survey found that there’s an opportunity for health care providers to improve the patient experience and reduce the peripheral stress associated with the basic doctor’s appointment," Jojo Roy, CEO of Sequence, told eWEEK. "For instance, 63 percent reported that their biggest stressor is waiting and all the uncertainty that it causes, and 85 percent wait between 10 and 30 minutes past their scheduled appointment time to see their health care provider." Roy said one way to improve customer service is to communicate realistic expectations, especially regarding the wait.
According to consumers, 61 percent would prefer a text alert before they leave home to know that they will not be seen on time, and 55 percent wish they had access to estimated wait times through a screen in the waiting room to help manage their expectations.