Healthcare consumers want convenience, choice and control when they seek and access care. Instead of using one entry point, they’re charting their own pathways to care with a mix of digital and traditional channels. Omnichannel patient access and engagement is swiftly becoming the norm.
But meeting these shifting consumer expectations is challenging. What is most important to consumers when they start their care journey? How do those trends shift between different groups?
We surveyed more than 1,200 consumers to understand their experiences, frustrations and expectations when they search for and access care. Our survey also measured preferences when engaging with health plans and healthcare providers online.
Download this e-book to gain key findings from our annual consumer report, including:
- A breakdown of how consumers prefer to schedule appointments
- Preferred wait times between scheduling and attending an appointment
- The top factors driving consumers to switch providers
- How consumers use health plan sites and e-check-in apps to manage their care
Related healthcare insights
Video
Hear from Alexandra Povlishock, SVP Product, how she and her team use AI and interoperability to help simplify prior authorization.
Podcast
In this podcast, Optum quality expert Shariff Baseer discusses how forward-thinking organizations are moving from seasonal quality programs to connected, closed-loop approaches that support better outcomes, an approach reflected in emerging solutions such as Optum Value Connect.
Article
The flexibility behind one of today’s most versatile benefits.