Patients’ expectations of healthcare technology are changing to reflect the digital conveniences they are used to in other aspects of their lives, according to research in a newly published white paper from Phreesia. Based on the results of a survey of 4,136 patients, the paper sheds light on the consumer-centric trends reshaping healthcare delivery and shares best practices that healthcare organizations can employ to improve patients’ experience and better engage them in their care.

The white paper, titled Healthcare’s Digital Transformation, demonstrates how as consumer-facing technologies become commonplace, patients are increasingly shopping for healthcare experiences that align with their digital behaviors and preferences. Insights from the survey results include:

• The vast majority of surveyed patients said they “definitely” or “probably” would book (84%) or reschedule (82%) appointments online in 2022.
• 64% of patients who completed the survey prefer to see doctors who offer pre-visit online check-in, and 29% consider it a must-have when choosing a doctor.
• When asked about online payments, 70% of surveyed patients who hadn’t paid online in the past year said they would if given the option.
• 88% of respondents enjoy using digital messaging to communicate with their provider organizations, and 41% said it’s a must-have.

Phreesia surveyed patients across the U.S. over a one-week period in 2022, as they checked in to a doctor’s appointment using Phreesia’s automated platform. Of those who took the voluntary, multiple-choice survey presented at the end of their check-in process, 87% were between the ages of 18 and 64, and 75% had commercial insurance. The data was de-identified, with only respondents’ answers, age group, gender and insurance status collected.

“As the report highlights, patients select their healthcare providers not just based on quality of care and accessibility, but also increasingly based on the convenience afforded by digital technologies,” said Joyce Wang, Phreesia’s Associate Director of Research. “Based on these insights from patients, providers can identify opportunities to implement tools that can have a big impact on patient satisfaction and retention—whether that’s adding the ability to schedule appointments online or offering flexible online payment options.”

The report also examines the small subset (14%) of respondents who stated they were not comfortable using technology, and shares strategies healthcare organizations can use to increase patients’ comfort, including enhanced privacy and security measures and clearly explained, intuitive digital workflows.

About Phreesia

Phreesia gives healthcare organizations a suite of robust applications to manage the patient intake process. Our innovative SaaS platform engages patients in their healthcare and provides a modern, convenient experience, while enabling our clients to enhance clinical care and drive efficiency.

Forward-looking Statements

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