Healthcare Self-Service Consumer Research, an NCR White Paper ...
Healthcare Self-Service Consumer Research, an NCR White Paper ...
Healthcare Self-Service Consumer Research, an NCR White Paper ...
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Key insights<br />
The research findings provide insights into the opinions<br />
<strong>an</strong>d attitudes of patients, from which hospitals <strong>an</strong>d<br />
clinics c<strong>an</strong> develop <strong>an</strong>d implement strategies to increase<br />
patient satisfaction <strong>an</strong>d strengthen loyalty. The three<br />
key insights are:<br />
1. Fast. Providing online, mobile <strong>an</strong>d kiosk self-<br />
service options c<strong>an</strong> help healthcare providers meet<br />
growing patient dem<strong>an</strong>d for quick <strong>an</strong>d convenient<br />
interactions.<br />
2. Easy. Simplifying the process of scheduling<br />
appointments, paying bills <strong>an</strong>d completing forms<br />
increases patient satisfaction, drives revenue <strong>an</strong>d<br />
gives healthcare providers a competitive adv<strong>an</strong>tage.<br />
3. Tr<strong>an</strong>sformative. Integrating self-service solutions,<br />
via online, mobile <strong>an</strong>d kiosk ch<strong>an</strong>nels, is vital to<br />
attracting <strong>an</strong>d retaining patients.<br />
Booking <strong>an</strong><br />
appointment online<br />
Securely receiving<br />
lab results online<br />
Seeing <strong>an</strong>d m<strong>an</strong>aging personal health<br />
information on the internet<br />
Receiving a text message notification<br />
if <strong>an</strong> appointment becomes available<br />
at short notice<br />
Paying outst<strong>an</strong>ding bal<strong>an</strong>ces<br />
online or via a mobile phone<br />
Insight #1<br />
Which of the following would be convenient to use in<br />
m<strong>an</strong>aging your healthcare?<br />
32%<br />
31%<br />
43%<br />
Providing multi-ch<strong>an</strong>nel self-service solutions through the<br />
Internet, mobile devices <strong>an</strong>d kiosks allows hospitals <strong>an</strong>d clinics<br />
to meet growing patient dem<strong>an</strong>d for quick <strong>an</strong>d convenient<br />
interactions with healthcare providers.<br />
The data shows that patients w<strong>an</strong>t to interact with providers<br />
in a way that is most convenient for them, whether booking<br />
<strong>an</strong> appointment online or receiving a text message on a<br />
mobile device when <strong>an</strong> appointment becomes available at<br />
short notice. The research also illustrates that patients are<br />
interested in utilizing the Internet, mobile devices <strong>an</strong>d kiosks<br />
to m<strong>an</strong>age a variety of tr<strong>an</strong>sactions, including lab results<br />
delivery <strong>an</strong>d bill payment.<br />
54%<br />
54%<br />
3<br />
Patients are most interested<br />
in booking appointments <strong>an</strong>d<br />
receiving lab results online.<br />
<strong>NCR</strong> Confidential Proprietary
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