According to the annual Black Book industry survey, 89 percent of healthcare consumers under 40 are unsatisfied with the technological capabilities of their healthcare organizations.
Electronic health record (EHR) technology, meant to ease the communication, is evaluated in its utilization the latest Black Book survey, which includes responses from hospital staff, managers, physicians and patient panels.
"Involvement with healthcare consumers through technologies is proving to be a significant element of patient satisfaction," said Doug Brown, managing partner of Black Book Research. "Healthcare consumers more frequently interact through electronic media in 2018, and while they value contact with their providers, they don't have the patience for lacks in hospital interoperability, incorrect billing and access to scheduling and results."
Key findings included:
- 89 percent of consumers under 40 reported being unsatisfied with the technology capabilities of their healthcare organization.
- 84 percent of consumers reported seeking the most technologically advanced and electronically communicative medical organizations.
- Younger consumers were mainly dissatisfied with their inpatient provider experience when EHRs (92 percent) and telehealth (85 percent) were not offered.
- 78 percent of hospitals have not prioritized or budgeted for improvements to patient engagement, interoperability or patient communications for 2018.
- 69 percent of consumers reported the business office and insurance processes as the moment were most satisfaction for a healthcare system is concluded.
- 88 percent of consumers blame their hospital system directly, not EHRs or financial technology, for the lack of portability and access to their records.
"Patients expect and want to interact more with hospitals through digital channels like email, apps and social media rather than interacting on a traditionally personal level with clinical and financial back office staff,” said Brown. "Part of this is probably due in part to patient expectations that have been set beyond most hospital's technological capabilities for interoperability with both other providers and payers.”
Cara joined TriMed Media in 2016 and is currently a Senior Writer for Clinical Innovation & Technology. Originating from Detroit, Michigan, she holds a Bachelors in Health Communications from Grand Valley State University.