Are you and your patients on the same page? Data says no — but flags opportunities

A better patient access experience means a stronger revenue cycle. Experian Health’s Patient Access Survey — with responses from providers and patients — offers a glimpse of what the digital front door may look like in 2021 and beyond. But are providers and patients on the same page?

Survey results show:

  • 52 percent of patients said the final cost of their care was significantly different than the estimate they received.
  • Nearly 90 percent of 45- to 54-year-olds want to schedule their own appointments, 24/7, from their mobile devices.
  • 90 percent of providers say improving the patient experience is a “top priority,” but nearly half say patient portals are difficult to secure and 51 percent say scheduling is too complicated to offer as a self-service
  • Providers are “extremely” or “very” concerned about collecting payments from patients (50%) and payers (44%) in 2021

This paper looks at where patients and providers are aligned, and where they may not be seeing eye to eye — and offers recommendations that can bring everyone’s expectations closer together. 

To access more insights and trends, download the entire white paper, “The State of Patient Access: 2021.”