What You Should Know:
– A new survey by Artera, a leader in patient communication technology, reveals a stark disconnect between how healthcare providers communicate and what patients actually want.
– The findings, based on responses from over 2,000 patients, paint a picture of frustration and missed opportunities, with simple phone calls and one-dimensional text messages falling short of patient expectations.
Communication Breakdown
– Nearly half (45%) of patients have missed or forgotten a bill due to communication difficulties with their provider’s office.
– 43% report negative health impacts from communication challenges, including issues scheduling appointments or sharing crucial information.
– A staggering 79% of patients want providers to offer text-based conversation on any topic, highlighting a desire for more convenient and accessible communication.
Texting: A Double-Edged Sword
– While 77% find automated text exchanges valuable, simplistic “yes/no” interactions dominate, frustrating 69% of patients who long for deeper conversations.
– Two-thirds report incomplete text experiences, with 31% failing to achieve their goals at least half the time, often resorting to phone calls.
– Technical glitches and unanswered messages further exacerbate the problem, with 62% experiencing error messages, invalid responses, or radio silence from providers “half the time” or more.
Financial and Human Costs
– Providers failing to meet communication expectations face financial consequences, as 59% of patients are willing to switch doctors due to poor communication.
– Artera’s research sheds light on the impact on healthcare workers as well, with a December 2022 report finding outdated communication strategies contributing to staff burnout.
Guillaume de Zwirek, CEO and Founder of Artera, emphasizes the importance of patient-centric communication: “As a $4 trillion market, healthcare should offer unmatched customer experience. If patients can’t communicate seamlessly, they won’t engage, leading to a sicker population and more expensive care long term.”
