Consumer-Oriented Patients Expect a Better Technology Experience

Feeling much like an Olympic gymnast’s acrobatic routine, patients’ healthcare experience over the past 18 months has endured a dizzying series of twists, turns, and somersaults—albeit without the benefit of Dramamine. Patients found themselves caught up in COVID-induced disruptions and often didn’t know if or when they could safely access care. 

A fundamental shift is taking place in healthcare as consumerism permeates patients’ notions and expectations of what their care experience should be like. Patients no longer are satisfied with a traditional, pre-pandemic “provider-centric” experience filled with bothersome calls and voicemails, tomes of paperwork to fill out, and long wait times at the provider’s office. Today’s patients expect practices to offer the same easily accessible, connective technologies used by their local supermarket, their gym, or their go-to online retailer. These include feature-filled websites, mobile apps, social media—and most importantly—text message communication.