Thursday March 8, 2018

Most Consumers Expect Healthcare Digital Experience to Be Like Retail

Alan Hughes, Chief Operating Officer, NTT DATA Services

Alan Hughes, Chief Operating Officer, NTT DATA Services

59% of U.S. consumers expect their healthcare digital customer experience to be similar to retail, according to research released at HIMSS18 by NTT DATA Services. Half of tech-savy consumers would leave their current doctor for a better digital customer experience, and a majority of all consumers say improvement is needed for provider searches, accessing family health records, and changing or making an appointment. "Patient preferences and age demographics will continue to increase the emphasis healthcare organizations place on digital customer experience," said Alan Hughes of NTT DATA Services. "While digital experience may have a moderate impact on overall healthcare decisions made today, it is changing at an increasing rate. Providers, insurers and pharmacies taking heed of the trend will be best suited to fulfill patient expectations."

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