Tech company surveys patients who say online experience with doctors’ offices is not great.
A majority of patients say their physicians’ technology is so bad, they would rather skip an appointment than wade through the scheduling process.
Physicians have invested in digital tools that fall short of patient expectations, said they report “What patients really want from healthcare.” San Mateo, California-based automation company Notable surveyed 1,005 patients in March this year and published the findings on Nov. 14.
“Our survey data shows that when care is difficult to access, many patients simply don’t go to the doctor,” Notable Head of Research Carle Falk said in a news release. “People aren’t skipping doctor visits because they’re confused about test results or worried about a procedure. They’re avoiding medical visits because the appointment-booking process is confusing and takes far too much time and effort.”
The company said legacy digital scheduling programs fall short because they require telephone calls and schedule intervention. That process creates patient hassles that limit access because health systems have challenges filling their support services jobs.
Among the findings from the patients:
Meanwhile, patients reported their waiting times are going up, even as more technology in integrated to streamline visit registration and intake.
Notable recommended a three-step process for physicians, executives, and IT support staff to change their digital interfaces with patients: