McKinsey says “Digitize Healthcare Access”
They surveyed consumers in the UK, Germany, and Singapore. They said the belief by many healthcare executives that consumers don’t want to use digital services to meet their healthcare needs is flawed. They suggest that when executives point to the low level of usage of digital healthcare services, it’s because “existing services don’t meet their needs or because they are of poor quality” (meaning, a bad user experience, I believe).
Their study shows that more than 75% of the consumers in these countries expect to use digital services for healthcare related activities. McKinsey also says in their report that “across the globe, most people want the same thing: assistance with routine tasks and navigating the often-complex healthcare system.”
The one service patients most often cite as most needed is an easy and efficient means of “finding and scheduling physician appointments.” They also found people want basic services including help finding the right specialist and refilling prescriptions digitally. Their report adds “What most of these services have in common is that they do NOT require massive IT investments to get started.”
A final point to bear in mind: The authors of the McKinsey study suggest that a health system’s success in implementing a digital strategy “depends very much on first understanding patients’ digital preferences in both channel and service.”
I recommend you take a look at their study, and our recent study, and then contact us to help you assess the needs and priorities of consumers in your marketplace. That way, you can make investments that will pay off in terms of finding new patients for your physicians, increasing the level of loyalty among your patient base, and meeting your Meaningful Use requirements.