● Consumer preference for online scheduling has steadily increased over the past five years: 40% of consumers overall prefer to book appointments online – an increase of 15 percentage points from the 2017 survey – and, while phone is still the top booking method overall, it has declined 12 percentage points since 2017.
● Consumers are still delaying routine care; virtual and convenient care play a key role for acute needs: 45% of respondents report being hesitant to seek in-person care to some degree as the pandemic continues and, when asked about routine care during the remainder of 2021, one-quarter said they plan to delay it and another 16% are unsure. For acute needs, half of survey respondents said their preferred way to obtain care is via an urgent care clinic, retail clinic, or virtual visit.
“Five years of survey data has shown that the patient access journey increasingly spans multiple channels, with people relying heavily on both healthcare delivery organizations and health plans to navigate their care decisions,” said Dr. Graham Gardner, CEO of Kyruus. “The findings highlight not only the need for these organizations to expand their own digital offerings, but also to collaborate to ensure patients encounter accurate and consistent information across these prominent access channels.”
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Kyruus conducted the survey of 1,000 consumers in partnership with Wakefield Research in August 2021. All respondents searched for a healthcare provider in the prior two years and about 80% searched within the prior 12 months.
About Kyruus
Kyruus helps healthcare organizations connect people with the right care across their key access points. The company’s industry-defining provider search and scheduling platform enables leading health systems, hospitals, and medical groups nationwide – spanning more than 300,000 providers – to attract and retain patients with a modern and consistent access experience. Robust provider data management forms the foundation of the platform, helping people find the right providers and care settings for their needs based on rich, system-wide information. To extend its impact on care navigation, Kyruus acquired HealthSparq in 2021 to bridge payer and provider access channels like never before.
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