The following is a guest blog post by Brittany Quemby, Marketing Manager of Stericycle Communication Solutions as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
In this blog series, we have talked a lot about healthcare consumerism, the importance of communication in the patient/provider relationship and how embracing technology can lead to an increased patient experience. Today I want to talk about how technology is changing the way we interact with each other in the healthcare industry.
The other day I tried to book a doctor’s appointment with my family physician. I looked up my family physician’s phone number online and called in. After about 25 rings, 20 minutes on hold and a cranky voice on the other end, I hung up the phone feeling extremely frustrated and couldn’t event remember the time of my appointment.
This left me thinking. Everyday we rely and crave the use of technology to help us be more efficient and to simplify our lives. I would argue, even more so, when it comes to our health. Approximately 58% of patients believe that technology leads to better care. Technology has truly transformed the way patients want to interact with providers. And to be fair, a lot of healthcare organizations and clinicians have been quick to adopt as they see the efficiency and patient experience benefits – so what was the hold up with my family physician? I think perhaps they just weren’t aware of the facts.
So let’s take a look at them:
Fact 1 – Mobile Health
The truth hurts. Many of us are addicted to our phone and are guilty of driving home when we were almost at work to retrieve it. When it comes to mobile health, the addiction is just as strong. Over 50% of smartphone owners, have used their phone to look up health or medical information. A staggering 80% of patients want the option of using their smartphone to interact with healthcare providers. Traditional methods of inquiring about our health and interacting with healthcare providers are long gone. Today’s technology makes it much more convenient for both physicians and patients to connect, research and communicate right from their smartphone.
Fact 2 – Online Health
Face it! Most of us have gone down the rabbit hole of searching a particular ailment online. At least 35% of U.S. adults say they have gone online to try to figure out what medical condition they or someone else might have. Research indicates that 77% of online health seekers began their last session at a search engine such as Google, Bing, or Yahoo. The presence of the internet has given patients easy access to information and has empowered them to make more informed choices about their health. It has also allowed physicians to easily update new information and build interactive treatment plans that can increase patient adherence and retention.
Fact 3 – Online Scheduling
Truth be told, I did scream when I got off the phone with doctor’s office. Why was calling in to book my doctor’s appointment the most painful thing I had done all week? I am not alone, 77% of consumers think that the ability to book, change or cancel healthcare appointments online is important. Technology has us conditioned to want the quickest and easiest way of getting things done. It is much quicker and convenient to go online to book the next available appointment than the 8.1 minutes it takes for a patient to complete a scheduling call. Online scheduling helps to satisfy a patient’s need for quick gratification and alleviates the significant amount of time staff spend scheduling appointments.
Fact 4 – Digital Communication Platforms
The fact that I couldn’t remember the time of my appointment the moment I got off the phone was a bit embarrassing. But let’s face it, we’ve become so reliant on technology telling us where we need to be and what time we need to be there that our brains begin to ignore certain timelines. The truth is, the sticky note no longer holds the top spot in patient’s minds. A whopping 85% of consumers say that they would welcome digital appointment reminders, medication reminders and general health tips. This type of technology is a win-win for both patients and clinicians. Patients receive a simple reminder that can be added into their calendar allowing them to show up and be better prepared and clinicians receive appointment confirmations allowing them to increase their operational efficiencies, revenue and better manage their daily schedule.
Fact 5 – Tracking Health
Tracking health is not a new concept, but the exchanges and the method patients are tracking their health has revolutionized with newer technology. When recommended by a doctor, 3 in 4 consumers followed advice to wear technology to track their health. Over 20% of patients track their health indicators with the use of technology. Technologies that assist in tracking one’s health have allowed for higher patient engagement which can lead to better monitoring and increased outcomes. Both US consumers (77%) and doctors (85%) agree that using wearables helps a patient engage in their own health.
As technology evolves, so will our interactions as patients, providers and healthcare organizations. It’s imperative to capitalize on the many benefits healthcare technology has given us to ensure we expand our connectivity, grow our data, increase our health outcomes and continuously improve our communication and collaboration. However, and unfortunately, in the meantime while we wait for everyone to catch up some of us will suffer from the frustration of expecting technology and not getting it. #Siricantyoujustrunmylife
The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality telephone answering, appointment scheduling, and automated communication services. Stericycle Communication Solutions combines a human touch with innovative technology to deliver best-in-class communication services. Connect with Stericycle Communication Solutions on social media: @StericycleComms