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<form action="/search-results" method="get">
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        <div class="text-left element-title xlarge">What are you searching for?</div>
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      <div class="col-md-10"> Enclose phrases in quotes. Use a + to require a term in results and - to exclude terms. <br> Example: +water -Europe </div>
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   * Practices
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   * AI and Machine Learning
   * Digital Health
   * Telehealth
 * Finance
 * Payers
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 * Special Reports
 * Podcasts

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Digital Health


MANY TOP HEALTH SYSTEMS STILL BEHIND ON DIGITAL PATIENT ACCESS, REPORT FINDS

By Anastassia GliadkovskayaSep 22, 2021 04:40pm
Digital healthPatient EngagementPatient PortalPatient Satisfaction
Only one provider offers the option to filter search results by location,
availability and virtual care options, despite more than 60% of consumers saying
virtual care options will impact what provider they choose in the future,
according to the report. (elenabs/GettyImages)

Though the pandemic has accelerated health organizations’ digital initiatives,
the race to keep up with patient preferences continues to be challenging for
many top-ranked hospitals, a new analysis from Kyruus finds.




The health tech company assessed the top 20 hospitals in the U.S. according to
the latest U.S. News & World Report rankings. It looked at four
categories—consumer engagement tools, an easy and modern search experience,
consumer-centric filtering options and self-service booking capabilities—to
determine areas of strength and opportunities for improvement when it comes to
digital patient access and engagement.




Overall, hospitals need to focus more on the end-to-end consumer experience,
with the ability to find care online, book an appointment and prepare for it
with ease, according to the analysis.

Only one-quarter of health systems have virtual assistants or chatbots, Kyruus
found, though they are considered highly helpful to patients. More than half
display clear and embedded calls to action that prompt consumers to do things
like book appointments online or call a number to schedule one. While many also
have mobile apps for existing patients, just over a third have apps through
which new patients can find or schedule care without creating an account.

A reason for this is health organizations lean too heavily on their electronic
medical records (EMRs), says Scott Andrews, general manager of health systems at
Kyruus. Because EMRs collect and compile data, they naturally can facilitate a
portal for existing patients. But EMRs are not equipped to help with digital
patient access preferences, Andrews told Fierce Healthcare.



“The most brilliant software in the world is useless if it’s not implemented and
rolled out correctly,” Andrews said.

RELATED: Health systems' consumerism efforts stalled since early COVID even as
competition from Amazon, CVS intensifies

Three-quarters of health systems understand the concept of searching by keywords
in their find-a-provider systems. Most also offer predictive search results.
However, only one provider offers the option to filter search results by
location, availability and virtual care options. That’s despite more than 60% of
consumers saying virtual care options will impact what provider they choose in
the future, according to Kyruus findings from past reports on patient access.

The majority of providers did include the ability to sort or filter by location.
But only 5% indicated providers’ availability, something more than 80% of
consumers say is very important, according to Kyruus.



Nearly half of consumers want to book medical appointments online, and more than
half would switch providers just to have the option, the report noted. But less
than half of health systems offer this capability to new patients within their
find-a-provider tool. Even less—only 10%—offer online scheduling for
non-provider services like imaging. And only about a third offer online
scheduling for virtual visits to new patients within their find-a-provider. Such
flexibility is “a key differentiator for health systems online,” Kyruus noted in
its report.

Kyruus is a provider data management platform, offering health systems patient
access solutions like provider search and scheduling. While services like
Kyruus, which specializes in change management at health organizations, can be
costly, health organizations may see a return on their investment, Andrews said.

Being able to translate Kyruus’ platform into another language, for instance,
reaches communities and drives patients to an organization that might otherwise
be missed. These types of solutions can also help reduce cost inefficiencies,
Andrews said, such as when a patient calls an access center to get a question
answered that could have been taken care of online. Technology can be leveraged
to automate easy or redundant processes that otherwise take time and resources
away from healthcare workers, he said.

HospitalsHealth TechPracticesDigital HealthPatient-Centered CareKyruus

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