Catch a flight recently? Odds are, you booked your tickets online. Visited a bank? There's a good chance you used an ATM. Just think about the last time you went to the grocery store: How long was the self-checkout line?
For most consumer-facing industries, self-service isn’t the wave of the future—it’s daily life. The same is true in healthcare. Patients today expect their healthcare experience to be convenient, agile and flexible—and that means providers need to embrace digital tools and technologies that give patients more ownership of their care.
Patients' evolving preferences are good for providers, too. By implementing self-service solutions—like self-scheduling, mobile check-in and flexible payment options—healthcare organizations can be more efficient, save staff time and deliver more comprehensive, high-quality care.
Here are six reasons to offer self-service tools in your healthcare organization:
1. Meet patients’ technology expectations
Across all age groups, patients are comfortable using technology—and they expect it to play a role in their healthcare experience. In fact, one Black Book survey found that 93% of patients want digital options to manage their care, including online appointment scheduling and technology-based payment tools.
These self-service solutions have become increasingly important during the pandemic, enabling patients to access the tools they need from their own devices. Moreover, patients who use self-service tools tend to be more engaged, making them more likely to communicate with their provider if a scheduling conflict arises.
2. Save staff time and improve efficiency
Did you know administrative staff average more than eight minutes on the phone with each patient that calls to schedule an appointment? By contrast, patients can self-schedule an appointment in less than a minute.
Most healthcare organizations are already running a tight ship, and the staffing crisis isn’t helping. Offering self-service tools for patients can help streamline operations, save staff time and get patients the care they need sooner—even in the face of a difficult hiring environment.
3. Stay competitive and boost patient satisfaction
Not surprisingly, organizations that offer convenient digital tools are well-positioned to boost satisfaction, increase loyalty and retain more patients—and those that don’t risk losing patients to their competitors.
A 2019 NRC Health report found that 80% of patients would switch providers for “convenience factors” alone—and that was before the pandemic triggered a sprint for healthcare providers to adopt more digital technologies. Modern solutions like self-scheduling and online bill pay align with consumers’ evolving behaviors and expectations, helping providers create a self-service experience that keeps patients at the forefront.
4. Improve access to care
Between lengthy hold times, inconvenient office hours and scheduling conflicts, there are many barriers that discourage patients from seeking care.
Self-service tools like online scheduling remove those barriers, enabling patients to book and cancel appointments at their convenience. That’s a boon for providers, too: When patients can self-schedule appointments, they're more likely to show up for them—and less inclined to delay important care.
5. Increase collections and reduce costs
Healthcare organizations typically send several statements to collect just one patient’s balance—and over time, those hard costs add up.
Technology can help solve that problem. More than half of patients prefer to receive medical bills electronically, according to an MGMA and Navicure survey—and patients who are given flexible payment options are more likely to pay their bills.
By digitizing statements and investing in flexible payment options, healthcare organizations can reduce hard costs, increase collections and meet patients’ evolving financial expectations.
6. Collect more accurate patient-reported data
Patient-reported outcomes are considered the “gold standard” of demographic data collection. But without the right screening tools, healthcare organizations risk letting their most vulnerable patients slip through the cracks.
With digital screeners, patients can self-report their data from wherever they feel most comfortable—even before a clinical encounter. Self-service reporting also generates more accurate PROs, since patients are typically more willing to answer sensitive questions digitally.
In fact, recent research suggests patients prefer using electronic PRO tools—and most healthcare staff say these platforms provide information that helps with clinical documentation.
Put simply, patients want their healthcare experience to mirror the ease and convenience they receive in other industries. By investing in self-service solutions, healthcare organizations can boost overall satisfaction and meet patients’ changing expectations—all while creating a better environment for staff.
Learn how Phreesia's self-service tools can help you operate efficiently, improve access and engage more patients in their care.