CRM and process automation company Pegasystems has revealed the results of a new survey into healthcare consumers’ experiences during the pandemic.
The survey of 2,000 US-based consumers and 200 healthcare business decision makers looked at the state of engagement in the industry.
Among the key findings were that the number of patients who said they would switch doctors due to poor communication and engagement dropped 23% to 63% compared to last year. Meanwhile, 50% of consumers agreed their doctor and health insurer are closely connected – up 27% compared to the year before.
However, the study also found numerous pain points remain. 55% say that navigating the healthcare system remains difficult, with other standout findings including:
- The fact that 54% of consumers say they are happy with the level of communication from their doctor's office
- That’s despite 76% of healthcare organisations believing they make it easy for patients to connect with them
- 53% of consumers say they are open to giving insurers access to their real-time health data
- 49% are comfortable with their doctors using AI
"While the healthcare industry made strides to deliver connected, simplified experiences during a tumultuous year, the reality is that consumers still bear the brunt of navigating a very complex ecosystem," said Kelli Bravo, vice president and global industry market lead, healthcare and life sciences, Pegasystems.