Patients demanding more digital care navigation, delivery post-COVID-19

The pandemic has patients prioritizing convenience and flexibility when it comes to health care access and delivery.

A new survey of patients indicates that patients are looking for more convenience and flexibility when it comes to access to and delivery of care.

According to a news release, more than 50 percent of respondents to a Kyruus survey delayed care of some kind due to the COVID-19 pandemic and as things begin to reopen in the coming months many will seek a hybrid of virtual and in-person visits.

The digital care management and delivery options implemented by practices during the heights of the pandemic were embraced by patients and the survey results indicate those practices which maintain and expand these options will be in the best position to attract and retain patients, the release says.

Other findings of the survey include:

  • 48 percent of patients who delayed care in 2020 cited concerns about the safety of in-person care
  • 42 percent of respondents plan to delay care in 2021 or are unsure
  • Respondents still prefer in-person care, but 60 percent say virtual care will play some role in where they choose to receive care in the future especially for routine and mental health needs
  • When making decisions on care 48 percent ranked whether their insurance was accepted as among key criteria, 37 percent said the ability to obtain timely care while less than 25 percent cited organizational loyalty
  • About 60 percent of respondents said they would prefer booking COVID-19 vaccination appointments online

“As healthcare organizations envision what patient access will look like as we continually navigate through the pandemic, they are thoughtfully considering which adjustments to retain long term,” Erin Jospe, MD, chief medical officer at Kyruus, says in the release. “This research underscores the importance of coupling clinical and consumer perspectives to maximize how much of the pandemic-driven innovation remains permanently.”