Why patient frustration is so high — and what to do about it

Patients today increasingly expect the same level of convenience, communication and responsiveness from medical practices that they receive from banks, airlines and other service industries. But for many patients, the health care experience still includes long waits, scheduling difficulties, poor communication and administrative hurdles that can create frustration before they ever see a clinician.

From trying to book an appointment to waiting weeks for follow-up information, patients often say the process feels more complicated and less personal than it should. Delays in returning phone calls, confusing billing procedures, limited appointment availability and challenges navigating online portals can all add to dissatisfaction. At the same time, many patients now expect digital tools that allow them to schedule appointments online, access records quickly and communicate with providers more easily.

Medical practices are facing growing pressure to improve the overall patient experience while also dealing with staffing shortages, financial pressures and increasing administrative demands. Health care leaders say balancing operational efficiency with personalized care has become one of the biggest challenges facing practices today.

Medical Economics spoke with Amol Nirgudkar, co-founder and CEO, Patient Prism, about why expectations are changing, and how providers are working to improve customer service, communication and access to care in an increasingly competitive health care environment.