How Digital Technology Can Address Key Challenges in Patient Satisfaction
Unfortunately not all patients have great experiences with their healthcare providers. Recent research from The Beryl Institute shows that 76% of Americans haven’t had a positive patient experience in the last three months.
With stats like that, it’s clear something needs to change. That’s where digital technology comes in, offering fresh ways to tackle some of the biggest challenges in patient satisfaction. This guide will walk you through eight practical ways digital technology can boost your patient satisfaction.
8 Ways digital technology can address key challenges in patient satisfaction
So, we know that patient satisfaction is the name of the game. But how can digital technology really make a difference?
Improved access to care
Mobility restrictions or rural locations can limit patients’ access to medical care. But digital technology is changing this. Gone are the days of long phone calls just to schedule an appointment or trekking across town for every little check-up. Now, patients can connect with their doctors from home (or anywhere, really) with just a few clicks.
Telemedicine (or telehealth, depending on who you ask) is one of the primary attributing factors to this transformation. While it was around before COVID-19, the pandemic sent it into overdrive, and by the spring of 2021 41.2% of appointments in England were carried out by telephone. Virtual visits became a lifesaver when we had to practice social distancing, especially for protecting the most vulnerable people from packed waiting rooms.
Image sourced from mckinsey.com
Fast forward to today, and telemedicine is the go-to for many patients. In fact, 60% of patients in the US find telemedicine more convenient than in-person appointments, and 55% report being “much more satisfied” with telehealth care than traditional visits, according to McKinsey. Patients love the ease and speed of virtual appointments, whether it's a quick consultation or management of chronic conditions.
Telemedicine has been a win for healthcare professionals and patients alike. It’s reduced overhead costs, made scheduling more flexible, and lets doctors see more patients without feeling rushed. This shift has led to a major boom in the market. In 2023, telemedicine was valued at $94.44 billion, and it’s predicted to hit $286.22 billion by 2030.
Personalized patient care
Image sourced from time.com
Getting personalized care still feels like a shot in the dark for many. In fact, more than 70% of U.S. adults say the healthcare system isn’t meeting their needs in at least one way, according to a Harris Poll. A notable 12% pointed to a lack of personalization as a key reason for their dissatisfaction, while 13% mentioned biases in the system due to a lack of a holistic approach. As a result, patients often find themselves frustrated, having to navigate through a maze of trial-and-error diagnoses and treatments that just don’t align with their unique health needs.
But there’s hope. Wearable technology is stepping in to make a real difference. These devices come in various forms, including smartwatches, fitness trackers, and even specialized devices that monitor vital signs like heart rate, blood pressure, and glucose levels. They help patients track their health in real-time, providing valuable data to both patients and healthcare providers.
The growth of wearable technology is remarkable. In 2022 alone, approximately 320 million health wearable devices were shipped globally, and this figure is projected to reach 440 million by the end of this year. Such statistics underscore the pivotal role wearables play in reshaping the healthcare landscape and enhancing the patient experience.
Enhanced communication
Poor communication can have serious consequences. It’s not just about lost profits like in other businesses. Here, it can lead to misdiagnosis and medical mistakes that could have been avoided. In the worst-case scenarios, miscommunication can even result in the loss of life.
So, what causes miscommunication? For starters, high staff turnover and overwhelming workloads make it tough for healthcare professionals to stay connected. Plus, the healthcare system itself is complex, leading to confusion between patients and providers. Patients might not get the medical jargon, and busy doctors can’t always take a moment to ensure their messages land clearly.
Free to use image from Unsplash
But here’s the good news: digital solutions are stepping up to fix these issues. Technology is changing the game when it comes to sharing and accessing information. For example, patient portals allow people to easily view their health records, ask questions via chatbots, and get updates without all the back-and-forth of phone calls or waiting for appointments.
Plus, invoicing software is streamlining communication between private healthcare providers and patients. It helps create clear, scheduled invoices that keep everyone on the same page regarding services rendered. This not only enhances clarity but also helps manage expectations, reducing the chances of confusion and frustration.
By embracing these digital tools, healthcare providers can enhance communication, reduce errors, and ultimately ensure that patients receive the quality care they need and deserve. It’s all about making things clearer and more efficient for everyone involved.
Reduction in waiting times
Need to see a doctor immediately? That can be tricky. A recent report from ECG Management Consultants investigated average wait times for new patient appointments across 11 medical specialties in 23 cities. They found that, on average, patients wait 38 days for the third next available appointment. That’s a far cry from the unofficial industry benchmark of 14 days.
Image sourced from ecgmc.com
Thankfully, this is a fixable problem. By implementing online appointment scheduling, healthcare providers can massively reduce these wait times. Booking appointments online allows patients to choose times that work best for their schedules. This is empowering patients and also helping practices manage their calendars better.
Improved patient education
A staggering 90% of US adults struggle to understand health information. This confusion can lead to poor health outcomes, as patients might skip essential treatments or mismanage medications simply because they don’t fully grasp the instructions.
Mobile healthcare apps put the power right back in your patient’s pocket. With a few taps on their smartphone, they can break down complicated medical jargon into easy-to-digest nuggets. Many apps even offer videos and quizzes to help reinforce what they’ve learned. Plus, they track health metrics, send reminders for medications, and answer any burning questions.
By giving your patients personalized resources, mobile healthcare apps help them to feel more in control and confident in managing their health.
Real-time feedback
Imagine your patient has just gone through a health scare. They visit you to get some answers and reassurance. As they sit in your office, anxious and eager to understand their condition, you realize they’ve been waiting weeks for test results. The clock is ticking, and their worries are growing. They want real-time feedback, not a vague “we’ll call you when we have news.”
Now, picture a different scenario. With a simple tap on their smartphone, your patient accesses a secure cloud-based portal where they can see their test results as soon as they’re available. Thanks to cloud computing in healthcare, this information is readily accessible, and they can message you directly with questions, getting instant responses that ease their concerns.
This immediate access to information not only calms their nerves but also fosters a sense of trust and partnership in their healthcare journey. They feel involved, informed, and empowered. This kind of real-time feedback can transform a patient’s experience from one of uncertainty to one of confidence, ultimately leading to better outcomes and higher satisfaction.
Seamless billing and payments
When it comes to private healthcare, nothing causes more headaches than billing and payments. Many patients become confused when it comes to selecting insurance plans or dealing with medical bills.
The good news is that billing software can make a huge difference here. By automating and streamlining the billing process, this software takes the guesswork out of payments. It helps track invoices, manage collections, and process payments more quickly and accurately. This means fewer billing mistakes and less confusion for patients.
With clear, organized billing, patients can focus on their health instead of worrying about costs. Plus, healthcare providers benefit from improved cash flow and less time spent on administrative tasks.
Data-driven improvements
In the fast-paced world of healthcare, making decisions based on gut feelings just doesn’t cut it anymore. Many providers are still stuck using outdated methods instead of relying on solid data, which can lead to inefficiencies and even impact patient care. A whopping 65% of healthcare leaders have pointed to prominent clinical staff burnout, while 45% reported frustrating data issues within their organizations. That’s a big red flag for how care is being delivered.
By tapping into data, healthcare providers can spot trends, keep an eye on patient outcomes, and see where they can improve. They’ll have easy access to real-time insights on patient satisfaction or knowing exactly what’s slowing things down in your practice.
This data-driven, AI approach helps providers make smart choices that boost patient care and streamline operations. Plus, with the right tools, practices can track their progress over time, ensuring that improvements are part of a continuous cycle of doing better.
Key takeaways
Improving patient experience isn’t just about slapping a smiley face on satisfaction scores. It’s about digging deeper and looking at the whole journey from start to finish.
Every interaction matters: every phone call, every appointment, and every follow-up. By using digital technology like patient portals, mobile apps, and real-time feedback tools, healthcare providers can make meaningful changes that truly resonate with patients.
So, let’s aim for more than just satisfied patients. Let’s strive for happy, engaged ones who feel valued and understood throughout their healthcare journey.
