Three out of four consumers now own a smartphone; however, the potential of this technology has largely remained untapped in the healthcare industry. In an article for Health Management Technology, Chris Seib, CTO and Co-Founder discusses how smartphones can improve the consumer experience in healthcare and how the patient check-in experience, in particular, is prime for innovation.
Read the full article, What kind of first impression are you making with your patients?, in Health Management Technology. Below is an excerpt from the article.
Smartphones have become so ubiquitous to the 21st-century that it is hard to imagine what life would be like without them at our fingertips. However, smartphone proliferation has only taken shape and gained momentum in the last decade. Three-out-of-four consumers now own a smartphone—up from 35% of consumers in 2011, when the survey was first conducted. Despite this rapid consumer adoption of smartphones, the potential of this technology has largely remained untapped by the healthcare industry.
As smartphones have helped to empower consumers with putting the world in the palms of their hands, the healthcare industry has increasingly faced dissatisfaction from consumers over the lack of convenience and simplicity throughout an encounter. When consumers are dissatisfied, healthcare organizations feel it through patient attrition and decreased revenue. In fact, 88% of consumers would switch providers without hesitation if dissatisfied according to a survey by Kelton Global. Additionally, hospitals with excellent HCAHPS consumer ratings had a net margin of 4.7% compared to just 1.8% for hospitals with low ratings.
Healthcare need only look to recent announcements from tech and retail giants for inspiration to revolutionize the consumer experience. New offerings on the horizon, from such consumer-centric companies as Apple and Amazon, promise to deliver a better, more convenient experience in healthcare. There is evidence they will gain considerable traction, too, as 75% of U.S. consumers said that technology is important to managing their health.