Few patients are using the apps hospitals offer

Despite a large selection of hospital-offered apps, just 2 percent of patients are using them, according to a report from Accenture.

Two-thirds of the 100 largest U.S. hospitals offer patients mobile health applications that are available in Google Play and the Apple App Store, according to the report. Accenture also gauged consumer attitudes and use of mobile health apps and electronic, online and mobile health tools by reviewing data from Accenture's 2014 Global Consumer Pulse Research and 2013 Patient Engagement Survey; App Annie; CDC's 2012 National Hospital Discharge Survey; and HIMSS Analytics.

Of the hospitals that offer mobile health apps, 38 percent have developed apps in-house.

Accenture attributed the low rate of use by patients to hospitals' failure to align app functions with patients' expectations—just 11 percent of hospitals offered apps that provide one of the three most-desired functions among patients: access to medical records, appointment scheduling, and prescription refill requests.

That poor alignment with patients' interests could cost each hospital, on average, more than $100 million in revenue annually, according to the professional services company.

Meanwhile, the report says 7 percent of patients have switched providers because of poor experiences with online customer services, including apps.

"Consumers want ubiquitous access to products and services as part of their customer experience, and those who become disillusioned with a provider's mobile services, or a lack thereof, could look elsewhere for services," said Brian Kalis, managing director of Accenture's health practice. 

To get more of their patients using these apps, Kalis said hospitals should collaborate with vendors to develop apps as technologies advance.

Read the complete report.