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

Insight #3
Integrating self-service solutions via online, mobile
and kiosk channels is vital to attracting patients and
provides a key point of differentiation for hospitals and
clinics.
In fact, a majority of patients want self-service solutions
and will choose the healthcare provider that offers
these solutions over one that does not. As patients
are empowered with greater responsibility when it
comes to their choice of care provider, this finding
underscores the importance of deploying self-service as
a business strategy to help create a consistent, seamless
patient experience at every step of the care process.
By providing a positive patient experience, healthcare
providers can build loyalty among existing patients
while attracting new ones, resulting in increased
patient volume.
How likely are you to choose a healthcare provider that offers you the
flexibility to interact easily via online, mobile and kiosk self-service
channels versus a provider that doesn’t?
17%
11%
55%
17%
72%
Much less likely
Somewhat less likely
Somewhat more likely
Much more likely
Seventy-two percent of
respondents are more likely
to use healthcare providers
that offer self-service.
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