Improve the Healthcare Customer Experience

In a time of rapid change and uncertainty, healthcare organizations need to consider these two questions:

  • What kind of service do healthcare consumers want?
  • What will they do to get it?

Growing consumer expectations across every industry pose a unique challenge for healthcare organizations. Consumers want healthcare providers to know them and understand their medical history, and they want health insurers to provide benefits tailored to their needs. In Pegasystems survey of more than 2000 U.S. healthcare consumers, Pegasystems answer these questions and discuss if and how healthcare organizations are meeting consumer needs. So how are healthcare organizations measuring up?

Doctors’ offices do well

69% of consumers agree that their doctor is always fully informed of their medical history.

Health insurers do some things well – but have room to grow

43% of consumers agree that the wellness programs offered by their health insurers are useful and tailored to their needs.

99% of healthcare payer leaders surveyed agree that their organization designs wellness programs based on the needs of their members.

Peer recommendations are the future of personalization

Recommendations of health habits among peers are becoming more important for the future generation of health plan members.

While only 37% of overall respondents agree that their family and friends help them make better choices about their health, almost half (47%) of those ages 18–24 look to their social circles for health recommendations.

Communications channels need a personalized touch

While the majority of healthcare consumers still prefer the phone as the mode of interaction with each type of healthcare organization, that’s quickly changing.

Percent of consumers who like to interact with their doctors’ offices over the phone:

2019 2020
71% 56%

As other channels of communication become more common, such as chat and online portals, it is essential to find a way to deliver the same level of personalization that consumers currently receive over the phone.