Patient Expectations Versus Experience When It Comes To Digital Access
Sponsored By Otsuka Pharmaceutical
The gap between expectation and experience is wide when it comes to health care consumers interacting with health plans and providers on a digital level. In 2022, Optum conducted a survey of over 1,000 health care consumers and found that only 57% of respondents said they felt satisfied with their ability to schedule telehealth appointments. Just 16% said they could schedule care online through a website or app with their current plan or provider.1 Since 2019, provider website utilization has dropped approximately 50% as consumers are not satisfied with the ease of accessing care and scheduling appointments, half reporting the inability to do so.1
Most health care organizations lag in digital transformation, a recent survey from Deloitte revealed only 4% have achieved self-reported digital transformation. Another 4% have five years remaining to get there, 48% have three to five years remaining, and 24% have one to two years remaining. One in five (20%) are still in the planning stages.2 While investments in digital health is increasing multifold; it still takes 17 years on average for a new innovation to reach 50% of the health care delivery system.3
In this thought leader session, we will discuss the gap between what patients expect out of their health care system and what they actually experience when it comes to access. We will explain how even with record digital investments and the recent pandemic, the health care system as a whole is still slow to adopt innovation. Finally, we will dive into a framework of how some health plans and providers are finding their way forward to deliver the digital access patients expect.
*Assorted cookies and biscotti will be available during this session!
References
- Optum. (2022). Bridging the gaps in the consumer experience. Retrieved September 16, 2022, from https://info.optum.com/bridging-the-gaps-ebook
- Shudes, C., Shukla, M., Chang, C., Appleby, C., Hendricks, J., Wurz, J. (2021, November 2). Digital Transformation. Deloitte Insights. Retrieved September 16, 2022, from https://www2.deloitte.com/us/en/insights/industry/health-care/digital-transformation-in-healthcare.html
- Oss, M. E. (2022, August 22). How to shift your digital mindset. OPEN MINDS. Retrieved September 16, 2022, from https://openminds.com/market-intelligence/executive-briefings/how-to-shift-your-digital-mindset/