Why can’t thsurescripts-summary-2016-connected-care-picture-capsule_placement-guide_finale healthcare consumer experience be as easy as online banking? asks Tom Skelton, the CEO of Surescripts.

That’s the expectation of most U.S. healthcare consumers, based on Surescripts latest survey results, summarized in the 2016 Connected Care and the Patient Experience report.

The key findings are that U.S. consumers,

  • Want their medical information delivered electronically, easily accessible and shareable;
  • Are dissatisfied with the time and effort they spend on dealing with their medical information and waiting times in health care offices, both doctors and pharmacies; and,
  • Prefer and expect innovative ways to get care and prescriptions.

People are getting much more savvy about the benefits of digitized/electronic personal health information: Surescripts found that 9 in 10 patients believe their doctor would be less likely to prescribe the wrong medication if they had more complete information, avoiding medical errors — probably the most important direct benefit for patients and their loved ones. 9 in 10 consumers also believe their lives are at stake when their doctors don’t have their complete medication history.

Furthermore, most people are willing to share more information about their health: 77% of health consumers would share physical information, 69% would share insurance information, and 51% would share mental health information.

There’s also evidence that patients are getting more information-engaged in their health: 58% of people have tried to assemble their own medical history. We know physicians are over-burdened with health information workflow. Patients feel their own kind of pain for personal health information workflow: 54% of people say renewing a driver’s license requires less paperwork.

Patients’ paperwork pain-point is also evidenced by the data point that 4 in 10 people would be less likely to visit a physician who does not do e-prescribing.

Finally, most patients (52%) now expect the ability to conduct remote visits with doctors, which would facilitate receiving prescriptions remotely from doctors making life easier and time-saving.

Health Populi’s Hot Points: Patients, facing greater price transparency, first-dollar out-of-pocket payments, and more self-service/DIY workflows in daily life expect retail-style service from all aspects of healthcare: in the doctor’s office, at the hospital, in the pharmacy, and from the insurance company. These services levels aren’t nearly at the level of an Amazon, a Nordstrom, or an Uber. Consider your favorite service experience, and compare it to your most recent healthcare encounter.

Layer on top of this the importance for greater price transparency, the kind of which we find in retail and from digital companies we deal with online, increasingly via mobile. Transparency is the second experience challenge for healthcare industry stakeholders to tackle in parallel with the digital health platform development.

We see a growing cadre of health consumers, driven by Millennials, seeking convenient, value-priced, mobile and virtual care. This transition has already begun, along with a growing value consciousness among payers. To stay relevant and valued by consumers, hospitals, physicians, pharmacies, and suppliers to the industry (pharma, medical device, et. al.) must respond to this increasingly consumer-directed health care mandate.




4 Comments on Consumers Want a Retail Experience in Healthcare

ATOM said : Guest Report 5 years ago

The hyperlink to report in the above article isn't working. Can your please share the link for me to access the report.

HealthPopuli.com said : Guest Report 6 years ago

[…] Health Populi’s Hot Points:  The connected health supply-gap persists on the provider and plan side, which prevents consumers from becoming truly consumer-directed in their own care. Surescripts pointed out this chasm in their recent survey, covered here in Health Populi. […]

Peter Cranstone said : Guest Report 6 years ago

100% agree. We've spent the last three years working with a multi-billion dollar HC provider to design a comprehensive unified digital care delivery strategy that works on an individual basis AND lower costs. I can respectfully say that current IT solutions are not enough - what was required to validate the business requirements was a new user interface. Think of it this way - you're asking to be recognized on an individual basis therefore the mobile app must be personalized to you and guide you on a daily path to better health. Technically to achieve that two things MUST happen - (1) the state of the content IN THE app must change dynamically (nothing new there) and (2) the state OF THE app must change dynamically (a new user interface that adapts to your condition) to support the individuals health condition. #2 is the real innovation. And something 'non-obvious'. Peter Cranstone CEO 3PHealth.

Rajiv said : Guest Report 6 years ago

Great! We have always known what the patient looks for. But are there any surveys that look at how open the physician community is for having more of IT in their workflow. It would be interesting to see how close or far away they feel this as a priority. They are an important stakeholder in the process.. if not the most important stakeholder considering that it's he who directly or indirectly pays for it and uses it.

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