Stericycle Communication Solutions Survey Finds Patient Satisfaction Declined During Pandemic - Seite 2

Of patients that rescheduled their cancelled appointments, more than half (56%) were prompted by a phone call. Almost one quarter (22%) received no prompt at all but rescheduled on their own. Text message (15%), letter (5%) and email (2%) rounded out the other channels providers used to contact their patients to reschedule cancelled appointments. Conversely, the survey showed that patients’ preferred channels of communication were email (37%), phone call (30%), text message (28%) and video call (5%), with 57% of respondents reporting that multiple reminders help them keep their appointments and avoid cancellations.

When asked whether their providers effectively communicated their COVID-19 policies and procedures prior to attending scheduled appointments, 37% of respondents said “no.” Of those who had received prior instructions, the primary channel was by phone call (35%), followed by email (27%), text message (24%) and pamphlet via mail (9%). Only 5% received multichannel communication — representing an opportunity for providers to broaden their communication strategies to more effectively reach patients in their preferred channel.

Patient satisfaction declined during the pandemic

Poor provider communications contributed to health systems experiencing a 13% drop in patient satisfaction during the pandemic, with 60% of respondents reporting being “very satisfied” compared to 73% pre-pandemic. Respondents also cited a general lack of provider responsiveness to communications from patients. The disappointment doesn’t end with provider communications. More than half of the respondents (54%) felt rushed during their medical appointments, an increase of 35% compared to pre-COVID experiences.

Another potential area of concern is whether health systems are losing patients because they can’t provide appointments when patients want and need them. Most respondents (82%) are willing to wait up to seven days for non-emergency appointments before they look elsewhere for medical assistance. Anything longer than seven days and health systems risk losing patients to more responsive and available providers.

Preference for telehealth and virtual waiting rooms likely to give rise to hybrid care options

While 29% of respondents said they did not utilize telemedicine services at all prior to the pandemic, the number of virtual visits grew during the COVID-19 outbreak, with 36% saying they’ve accessed care via telemedicine or virtual channels three to four times since COVID-19 began and 31% using it one to two times. Primary care (19%), mental health (17%) and dermatology (17%) were the preferred type of medical appointment to use for telehealth services. The data indicates that consumers do plan to return to in-person appointments once the pandemic is over, particularly to see certain types of providers and services including urology, pulmonology and ear nose and throat (ENT) physicians.