Patient interest in online services, retail clinics is growing
Patients are satisfied with the treatment they receive, but providers will need to offer additional services as they become more involved as healthcare consumers, according to a Harris Interactive survey.
Patients are generally satisfied with the care they receive. Nearly half of the 2,311 surveyed reported being highly satisfied with their last visit to a provider, 36 percent reported being somewhat satisfied and only 17 percent reported being somewhat or very dissatisfied.
Provider expertise, ability to access patient medical history and time spent with patients were ranked among the most important factors contributing to positive healthcare experiences. Provider location, paperwork and office appearance ranked among the least important factors. Asked about nine different customer experiences, including buying a car and visiting a bank, healthcare experiences ranked right in the middle.
Patients are increasingly interested in online services. More than 60 percent reported online access to medical records was important compared to the less than 20 percent that reported online access was not that important or not important at all. Less than 20 percent reported that their providers already allow online access to personal health records. Patients also expressed an interest in retail clinics for minor ailments. A majority said they would go to a retail clinic to get a flu shot or if they had a cold and approximately half would go for an abrasion, a rash, a blood pressure test or lab services.
Providers should engage patients and offer more convenient services, particularly online, to stay relevant as patients increasingly evaluate brand equity and product value, according to a Sept. 10 statement from the market research firm headquartered in New York City.
Patients are generally satisfied with the care they receive. Nearly half of the 2,311 surveyed reported being highly satisfied with their last visit to a provider, 36 percent reported being somewhat satisfied and only 17 percent reported being somewhat or very dissatisfied.
Provider expertise, ability to access patient medical history and time spent with patients were ranked among the most important factors contributing to positive healthcare experiences. Provider location, paperwork and office appearance ranked among the least important factors. Asked about nine different customer experiences, including buying a car and visiting a bank, healthcare experiences ranked right in the middle.
Patients are increasingly interested in online services. More than 60 percent reported online access to medical records was important compared to the less than 20 percent that reported online access was not that important or not important at all. Less than 20 percent reported that their providers already allow online access to personal health records. Patients also expressed an interest in retail clinics for minor ailments. A majority said they would go to a retail clinic to get a flu shot or if they had a cold and approximately half would go for an abrasion, a rash, a blood pressure test or lab services.
Providers should engage patients and offer more convenient services, particularly online, to stay relevant as patients increasingly evaluate brand equity and product value, according to a Sept. 10 statement from the market research firm headquartered in New York City.