What You Should Know:
– A new survey conducted by Hyro, a healthcare AI-powered communications company, has revealed significant gaps in patient support within the US healthcare system.
– The survey of over 1,500 patients highlights the frustration and challenges patients face when interacting with healthcare providers.
Patients Reveals Alarming Consequences of Healthcare Support Friction
Hyro’s “Voice of the Patient” report emphasizes the urgent need for healthcare providers to address these patient pain points and invest in technology solutions that improve the patient experience. By leveraging AI and automation, healthcare organizations can enhance patient satisfaction, improve health outcomes, and build stronger patient relationships.
Key findings from the survey include:
- Prescription refill difficulties: 21% of patients have delayed or forgone refilling prescriptions due to lengthy hold times and cumbersome processes.
- Health complications: 32% of patients reported experiencing health complications as a result of postponing prescription refills.
- Appointment scheduling challenges: 81% of patients desire more self-service options for scheduling appointments.
- Preference for AI interaction: 84% of patients would prefer to interact with an AI assistant rather than wait on hold for a live agent.
- Expectation of AI-powered support: 66% of patients anticipate their healthcare providers to utilize generative AI technologies for improved online and phone support.
While patients are open to AI-powered solutions, concerns about data privacy and security persist. The survey found that 33% of respondents expressed concerns about sharing personal health information with AI technology.
“Our Voice of the Patient report clearly shows that patients are ready for more advanced, AI-powered healthcare experiences to reduce their pain points and improve their experience with their providers,” said Israel Krush, CEO and Co-Founder at Hyro. “They’re demanding the same level of convenience in healthcare that they experience in other industries, and providers who fail to meet these expectations risk patient disengagement and potentially exacerbating negative health outcomes of their patients.”
