The news: Consumers would be less frustrated with the healthcare system if they had access to a one-stop-shop platform for all of their health-related needs, according to a new survey from PYMNTS and Lynx.
Digging into the data: More than 2,500 US consumers were surveyed on their interest in using a digital platform to manage their healthcare services and benefits.
Key findings include:
Healthcare = hassle for patients: Consumers want to be able to easily maneuver around the healthcare system. But more often than not, they get a fragmented, cumbersome, and frustrating experience.
But who would provide the platform? A single solution to address all health-related needs sounds great on the surface, but it’s not likely to be offered anytime soon.
Some products like Apple’s Health Records tool and b.Well Connected Health’s app do bring together various patient data into one place. But they don’t deliver an end-to-end consumer experience, and they still rely on one-off relationships with providers and payers.
When asked which entity should manage the unified healthcare solution, consumer responses were a mixed bag:
Our take: A one-stop-shop platform might be tomorrow’s problem to solve, but providers and payers can still take important steps to improve their access points today. These include beefing up their online presence, automating routine tasks, and investing in tech such as apps and AI chatbots. If they don’t, they’ll be at risk of losing patients to a competitor who can offer an easier, more digitized experience.
This article originally appeared in Insider Intelligence's Digital Health Briefing—a daily recap of top stories reshaping the healthcare industry. Subscribe to have more hard-hitting takeaways delivered to your inbox daily.
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