Health care providers need to up their digital game
One in five consumers say they've switched providers due to frustration with a digital experience, such as online bill pay.
A survey commissioned by a medical billing service shows that many Americans are willing to ditch their doctors over negative digital experiences.
The survey of 1,607 online respondents was commissioned by Cedar, a patient payment and engagement platform, and conducted in collaboration with Survata, an independent survey group.
Twenty percent of respondents reported having switched providers due to frustration with a digital experience, such as online bill payment or pre-appointment forms. Forty-one percent said that a poor digital experience might lead them to switch providers.
Related: Millennials dissatisfied with traditional approaches to health care
Predictably, there is a major generation gap on the issue. Only 21 percent of those over 65 said a negative digital experience might prompt them to find a new doctor, compared to 61 percent of those aged 18 to 24.
Similarly, 29 percent of the youngest adults reported abandoning a provider due to digital issues, compared to only 6 percent of senior citizens.
Cedar argues that technical issues not only inconvenience patients, but endanger their financial security. While 60 percent of patients reported trying to get information on out-of-pocket costs from a provider before receiving care, the great majority (51 percent) said the process was a struggle or the information was inaccurate.
Inaccurate information on medical costs can often lead to surprise bills that patients can’t afford to pay. Cedar notes that its survey found that one-third of all respondents and 44 percent of those in the 18 to 24 group have had a medical bill go to collections.
Patients listed a number of online resources that providers could offer to make payments more transparent and predictable.
The most popular option, cited by 83 percent of respondents, was flexible payment plans for large bills. Fifty-six percent said they would appreciate access to out-of-pocket cost estimates. A third of respondents said they want digital payment options.
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