Healthcare Self-Service Consumer Research, an NCR White Paper ...

Patients frustrated with long waits 1
New consumer research commissioned by NCR
Corporation reveals that patients are growing
increasingly frustrated with long waits at physicians’
offices and hospitals and are looking to self-service
technology as a way to help expedite these interactions.
Hospitals and clinics that leverage self-service via kiosks,
online and mobile applications to reduce the time and
effort required for patients to schedule appointments,
pay medical bills and complete registration forms
will have an opportunity to drive loyalty and increase
patient volume in this competitive marketplace.
As more patients participate in consumer-directed care
plans, they are taking greater responsibility for their
medical expenses and overall health management. This
shift has empowered today’s healthcare consumers to
exercise greater choice when selecting a healthcare
provider. As a result, patients now seek the same
level of convenience they have come to expect from
retailers, hotels, banks and airlines, and that includes
access to self-service tools. At the same time, healthcare
providers face the dual challenges of rising costs and
declining reimbursement, requiring them to look for
innovative ways to attract and retain patients and gain
a competitive advantage.
To help hospitals and clinics better understand what
patients want from their healthcare providers in this
new era of consumer-directed care, NCR commissioned
consumer research to provide insight into what motivates
patients when determining where to seek care.
Methodology:
NCR commissioned BuzzBack
Research, a leading international
market research firm headquartered in
New York City, to conduct this survey
of 500 U.S. consumers.
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