2023VoiceofthePatientSurvey

Preparedfor

2023VoiceofthePatientSurvey

Understandinggaps,progressandopportunitiesinthepatientexperience

ForewordbyScottMacKenzie,RevSpringCEO 2

KeyHighlights 3

Methodology 3

Demographics 3

KeyTakeaway

#1:

CommunicationPreferencesMustBeUnderstoodandHonored 4

PersonalPreferencesMustTakePriority 4

PersonalizationandConsistencyAreKey 5

ChannelsThatGeneratetheMostTrust 6

KeyTakeaway

#2:

LikelihoodofSwitchingProviders 7

PatientsWillNotHesitatetoSwitchProvidersAfteraBadExperience 7

TheGenerationalCorrelationtoLoyalty 8

KeyTakeaway

#3:

PaperworkandCheck-InsAreSourcesofDissatisfaction 10

ProvidersMustClosetheGapBetweenPatientExpectationsvs.Reality 10

PatientsAreSeekingMoreSelf-ServiceOptions 12

CompletingForms:AnUnmetPreferenceforDigital 13

PatientEducationIsKeytoaPositiveExperience 13

KeyTakeaway

#4:

PreferencesOftenDependontheTypeofCommunication 14

EmpathyIsCriticalinInspiringPatientstoEngageandAct 14

MethodofReceivingHealthcareBills 17

PayingBills 18

KeyTakeaway

#5:

FeelingsAboutHealthcareBillsAreImproving 20

TheDigitalGapIsClosing 20

ProgressHasBeenMade,butThereIsStillRoomforImprovement 20

RecommendationsandConclusions 22

ListofTablesandFigures 23

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ForewordbyScottMacKenzie,RevSpringCEO

Everyfewyears,RevSpringmakesitaprioritytosurveypatientsacrosstheUnitedStatestounderstandtheirexperienceswhenitcomestocommunicatingwiththeirhealthcareproviders.

RevSpringpartneredwithKeypointIntelligencetocompleteaquantitativeweb-basedsurveyof1,000healthcarepatientsintheUnitedStates.

Previoussurveysin2016and2019focusedspecificallyonthefinancialaspectsofpatientcommunications,suchasbillingandpayment.Inconductingthismostrecentsurvey,wehopedtogainagreaterunderstandingofpatients’expectationsfortheirhealthcarecommunicationexperiencesacrosstheentirepatientjourney,frompre-servicetopayment.

Weobtainedagreatdealofinsightintocurrenthealthcarecommunicationprocesses,andhowtheseprocessesalignwithpatients’expectationsandpersonalpreferences.Wealsoconsideredwhetherthehealthcareindustryhasmadeanyprogressinclosingpreviousgapsinpatientexpectationsversusexperiences.

Wehavelearnedfromprevioussurveysthatallpatientsexpecttheirhealthcareproviderstolearn,understand,andacknowledgetheirpersonalpreferenceswhenitcomestocommunications.Thesepreferencesoftenwillvarybasedonkeydemographics(suchasage,income,andevenrace)andthetypesofinteractionspatientsarehavingwiththeirhealthcareproviders.Thisremainsunchanged.Whatischangingisanewgenerationofhealthcareconsumerswhoexpecteaseandconvenienceandaremoreapttochangeprovidersiftheydonotreceiveit.Inthisexpandedsurvey,wealsolearnedmoreabouthowcommunicationpreferencesdivergebasedonthenatureofthecommunicationforthesamepatients,whileexpectationsofconsistencyandcontinuityremainhigh.

Throughthisresearch,wesoughttobetterunderstandwhattoday’spatientsareexpectingsohealthcareproviderscanensuresatisfaction,fosterloyalty,andacquirenewpatientswhileretainingexistingones.Wehopethefindingsinthisreportprovideaglimpseintothediverseneedsandpreferencesofyourownpatientpopulation,andinspireyoutoreorientyourpatientengagementstrategyfromtheviewpointofpatientunderstanding.

Webelievethevoiceofthepatientperspectiveiscriticalin:

Understandingwherepatientsexpressgapsintheirexpectationsorexperienceswheninteractingwiththeirhealthcareproviders

Seeingwhereprogresshasbeenmade,butmaybehasn’tgonefarenough

Sharinginsights

thathelphealthcare

organizations

prioritizeinitiatives

andinvestments

thatsupportpatient

convenience,trust,andloyalty

Informingourowninnovationandengagementstrategiestobetteralignwithpatients’needs

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Thesurveyfindings

uncovered5keyobservations

regardingthepatientexperience:

Personalizationbasedonpersonalpreferencesisthegoldstandardofhealthcareengagement.

Demographicsshowgeneralcommunicationpatterns,butpatientshavetheirownpreferencesandwanttheirproviderstotreatthemasindividuals.

Patientswillswitchprovidersduetoabadexperience.Amajorityofrespondentsreportedtheywouldlikelyswitchprovidersduetopoorcommunicationduringthepre-careexperienceorpoorbillingexperiences.Otheropportunitiestoimprovepatientengagementincludeeaseoffindinginformation,knowingwhotocallwithquestions,moreself-serviceoptions,andmoreconsistentcommunications.

Therearegapsinwhatpatientsexpectandwhattheyexperience—andprovidereducationcanhelpbridgethesedivides.Inmanycases,thesegapscanbeattributedtolackofpatientawarenessratherthanwhatprovidersarecurrentlyoffering.Asaresult,itiscriticaltoeducatepatientsonallavailabledigitaloptionstoensuretheircommunicationsexpectationsaremet.

Empathyiscriticalininspiringpatientstoengageandact.Providersshoulddemonstrateempathybyusingpreferredcommunicationchannelsandmatchingpaymentoptionstopatientneedsonbills.Thissurveyrevealedthatyoungerpatientspreferdigitalmessagingwhileolderconsumershaveastrongerpreferenceforprint,butdemographicpreferenceswerenotabsolute.Consumersofallagesliketoreceivetheirhealthcarecommunicationsviamultiplechannels.

Progresshasbeenmade,butthereisstillroomforimprovement.Inrelationtoour2016and2019surveys,itisencouragingtoseethatcommunicationclarityisimprovingandthatthedigitalgapisclosing.Evenso,thereismoretobedoneassomepatientsarestillconfusedorfrustratedwiththeirhealthcareexperiences.

KeyHighlights

Inconductingthissurvey,ourkeyareasoffocus

wereto:

?Explorepatients’expectationsforinteractionslikeschedulingappointments,obtainingestimates,preparingfor/receivingcare,andsubmittingpayments.

?Gaininsightonthewaysinwhichhealthcareprovidersarecommunicatingwiththeirpatients,andwhetherthesepracticesalignwithpatientpreferences.

?Analyzepatients’channelpreferencesforvarioustypesofcommunications.

?Evaluateconsumers’feelingsabouttheirhealthcareandpaymentexperiences.

?Exploretherolethatpersonalizationandconsistencycanhaveonconsumer

engagementandoverallpatientsatisfaction.

Methodology

Thisresearchconsistedofasurveyof1,000

consumersintheUnitedStates.Responseswere

balancedbyU.S.Censusdata.Allrespondents:

?Werebetweentheagesof18and75

?Hadvisitedadoctoratleastonceinthepastyear

?Hadpaidahealthcarebillinthepast6months

?Wereresponsibleforpayingtheirownmedicalbills

?Madetheirownhealthcareappointments

?Receivedhealthcareformsfrommedicalprofessionalsand/orhealthinsuranceproviders

Demographics

Totalsurveyparticipantsreportedameanage

ofabout48yearsold.Thegendersplitwas

36%maleversus64%female.Morethanhalfof

respondentslivedinthesuburbs,butruraland

urbanlocationswererepresentedtoo.Livingarea

cansometimesaffectrespondents’communication

preferences.Thiswasalsotrueofrace.For

thepurposesofthisresearch,consumerswere

separatedintowhite(about81%ofrespondents)

versusnon-white(19%ofrespondents).

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KEY

TAKEAWAY

PersonalPreferencesMustTakePriority

Demographicdifferencesoftenrevealgeneralcommunicationpatterns,butpatientshavetheirownpreferencesthatfrequentlytranscenddemographics.Itismoreimportantthaneverforhealthcareproviderstoacknowledgetheirpatients’personalpreferencesandtreatthemasindividuals.

CommunicationPreferencesMustBeUnderstoodandHonored

Oneclearpointfromthesurveyisthathealthcareprovidersneedtounderstandandhonortheirpatients’preferences.Eighty-sevenpercentoftotalrespondentsstatedthatitwasveryorsomewhatimportantthattheirproviderscommunicatedwiththemviatheirpreferredchannel(s).

Morethan80%oftotalrespondentsstronglyorsomewhatagreedthattheyweremorelikelytotrustprovidersthatcommunicatedwiththemviatheirpreferredcommunicationchoices.Inmanycases,themethodofcommunicationisalargerconcernthanthemessageitself.Failingtocommunicatewithpatientsviatheirpreferredchannelscanerodetrust,soitisimportantforproviderstolearnabouttheirpatientsandensurethatanycommunicationsreflectthisknowledge.

Aspeoplegetolderandtheirsituationschange,theirpreferencesmaychangetoo.Mostpeopleacrossallagegroupsknewhowtomakechangestotheirpreferredchannelsasneeded.Interestingly,theyoungestrespondentsweretheleastlikelygrouptoknowhowtomakethesechanges.

FIGURE1:ABILITYTOCHANGECOMMUNICATIONPREFERENCES(BYAGE)*

Ifyouwantedtochangeyourcommunicationpreferences,

wouldyouknowhowandwheretomakethesechangesforfuturecommunications?

100%

14%

20%

66%

11%

22%

67%

10%

31%

58%

17%

31%

21%

31%

27%

31%

80%

22%

31%

22%

31%

19%

31%

60%

40%

62%

57%

54%

20%

0%

18%

22%

61%

Total18–2627–3435–4445–5455–6465+

Yes

No

NotSure

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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022023

Amongrespondentswhoknewhowtochangetheirpreferences,moststatedthattheirprovidersrememberedtheirchanges.

PersonalizationandConsistencyAreKey

Researchhasshownthatpersonalized,consistentexperiencesarekeytocustomersatisfaction,andthissurveywasnoexception.Morethan80%oftotalrespondentsbelievedthatapersonalizedexperiencewithhealthcarebillingandpaymentwassomewhatorveryimportant.Inaddition,90%ofrespondentsassignedthesamedegreeofimportancetoaconsistentexperience.

Generalpreferencesinkeydemographicareascanbeusedtoguidestrategiesforhealthcarefirms,butpersonalpreferencescutacrossdemographics.Asaresult,somepatientswillbeleftbehindifhealthcareorganizationsonlyfocusondemographics.

FIGURE2:THEIMPORTANCEOFPERSONALIZATIONANDCONSISTENCY*

Howimportantdoyouconsiderthefollowingwhenitcomestohealthcarebillingandpayment?

15%

41%

42%

80%

60%

40%

20%

0%

100%

9%

31%

59%

APersonalizedExperienceAConsistentExperience

VeryImportant

SomewhatImportantNeutral

SomewhatUnimportantNotImportantatAll

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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Consistencyisclearlyanareaoffocus.Theshareofconsumerswhoconsideredaconsistentexperiencetobeveryimportantincreased23%sinceour2016survey.

Patientsexpecttheirhealthcareproviderstogettoknowthemonapersonallevel,andtheywillinsistonaconsistentexperienceregardlessofhowtheyareaccessingandpayingtheirbills.Failingtodeliverontheseexpectationswillpromptsomeconsumerstoseekoutanotherprovider.Infact,abouttwo-thirdsofconsumersagreedthatpoorcommunicationfromtheirhealthcareprovidermightcausethemtoswitchtoanotherprovider.

ChannelsThatGeneratetheMostTrust

Whenrespondentswereaskedaboutthechannelsthatgavethemthegreatestsenseofcontrol,understandingandtrustwheninteractingwiththeirdoctor,aphonecallwithalivepersonwaspreferred.Nevertheless,aswillbetouchedonlater,therearesomeinteractionswheremoreautomatedchannelsareacceptedorevenpreferred.

Youngerconsumers

typicallyplacedagreateramountoftrustindigitaloptions(e.g.,text/SMS,mobileapps).Italsoshouldbenotedthat21%ofconsumersaged18–26placedahighdegreeoftrustinautomatedphonecalls.

FIGURE3:CONTROL,UNDERSTANDING,ANDTRUST*

Phone–LivepersonEmail

Text/SMSmessage

Printed&mailedWebportal

MobileApp

Phone–Automated

Chatbot

Whichcommunicationmethodsgiveyouthegreatestsenseofcontrol,understandingandtrustwheninteractingwithyourhealthcareprovider?

0%10%20%30%40%50%

Theyoungestrespondents(ages18–26)placedagreaterdegreeoftrustinmethodsotherthanaphonecalltoaliveperson.Fortheseconsumers,text/SMS(43%)wasthemostcommonlycitedmethod,followedbye-mail(40%)andmobileapps(31%).Only28%oftheyoungestrespondentsplacedahighdegreeoftrustinaphonecallwithaliveperson.Ontheotherhand,55%ofthoseaged55–64and61%ofthoseaged65+reportedthatalivephonecallgavethemthegreatestsenseofcontrol,understandingandtrust.Thenextgenerationofhealthcareconsumerslikelywillshowagreaterpreferencefor—andplacemoretrustin—digitaloptions.

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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KEY

TAKEAWAY

PatientsWillNotHesitatetoSwitch

ProvidersAfteraBadExperience

67%ofrespondentslikelywouldswitchprovidersduetopoorcommunicationduringthepre-careexperience.Another56%wouldlikelyswitchafterapoorbillingexperience.

LikelihoodofSwitchingProviders

Healthcareisaseriesofexperiences,anyofwhichcancausesatisfactionor

dissatisfactionwithaparticularprovider.Oursurveysoughttodeterminehow

patientsfeltabouttheirexistingexperiencestoseeiftheymightbelikelyto

switchprovidersinthenearterm.

Whichfactorscontributetoapoorexperience?Thislikelydependsonpatient

expectationsandpreferences,butroughlytwo-thirdsoftotalrespondents

reportedthattheywouldbesomewhatorverylikelytoswitchprovidersifthey

experiencedpoorcommunicationduringthepre-careexperience.Another56%

wouldbelikelytoswitchduetoapoorbillingexperience.

FIGURE4:CHANGINGPROVIDERSAFTERAPOOREXPERIENCE*

Ifyouexperiencedpoorcommunicationduringthepre-careprocess,howlikelywoulditbeforyoutoswitchproviders?

VeryUnlikely

3%

SomewhatUnlikely

7%

VeryLikely

25%

Neutral

23%

Somewhat

Likely

42%

Ifyouencounteredapoorbillingexperience,

howlikelywouldyoubetoseekanew

healthcareproviderasaresult?

VeryUnlikely

4%

SomewhatUnlikely

10%

VeryLikely

23%

Neutral

30%

Somewhat

Likely

33%

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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TABLE1:CHANGINGPROVIDERSAFTERAPOOREXPERIENCE(BYDEMOGRAPHICS)

Howwouldyourankyoursatisfactionwiththefollowingtasks

whenitcomestointeractingwithyourhealthcareprovider?

RespondentsWhoWouldLikelySwitchDueto

PoorCommunicationDuringPre-Care

RespondentsWhoWouldLikelySwitchDuetoa

PoorMedicalBillingExperience

Ages18–26

Ages65+

Urban

Suburban

Rural

White

Non-White

83%

74%

46%

33%

75%

63%

64%

54%

63%

51%

23%

21%

34%

33%

TheGenerationalCorrelationtoLoyalty

Findinganewproviderwascommon—overhalfoftotalrespondentshadestablishedarelationshipwithanewproviderinthepastyear.Youngerrespondentswereparticularlylikelytohaveestablishedarelationshipwithanewprovider,possiblybecausetheywerenewtothehealthcareindustryasindependentadultpatients.Otherrespondentsmayhaveswitchedbecausetheyweredissatisfiedwiththeirexistingproviders.

FIGURE5:ESTABLISHINGARELATIONSHIPWITHANEWHEALTHCAREPROVIDER(BYAGE)*

Inthepast12months,didyouestablisharelationshipwithanewhealthcareprovider,doctor,clinicorhospital?

ShareofAffirmativeResponses

60%

59%

54%

52%

51%

47%

46%

40%

20%

0%

80%

66%

Total18–2627–3435–4445–5455–6465+

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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Althoughthegreatestpercentageofpatientswithnewprovidersfoundtheirproviderviaaprofessionalreferral,agoodportionconductedinternetsearchesorvisitedtheirinsuranceproviders’websites.Itshouldbenotedthatmorethanhalfofthoseaged65+foundtheirnewproviderviaaprofessionalreferralcomparedtoonly16%oftheyoungestpatients.

Theyoungestrespondentswerethemostlikelygroupto“shoparound”bycontactingdifferentproviders.Meanwhile,theoldestpatientsweremarkedlylesslikelytoconductwebsearchestoidentifyanewprovider.

Inurbanlocations,themostcommonmethodsofestablishinganewproviderincludedinternetsearches(26%)andvisitinginsuranceproviders’websites(25%).Insuburbanandrurallocations,professionalreferralsweremostcommon.

FIGURE6:METHODOFFINDINGANEWPROVIDER(BYAGE)*

Howdidyoufindyournewdoctororhealthcareprovider?

100%

7%

30%

16%

22%

22%

28%

15%

21%

31%

41%

11%

29%

13%

16%

21%

16%

22%

22%

25%

12%

23%

33%

33%

14%

4%

21%

21%

80%

60%

40%

20%

0%

8%

55%

12%

4%

11%

5%

Total18–2627–3435–4445–5455–6465+

InternetSearch

Insuranceprovider’s

website

Contacteddifferent

providers

Personalreferral

Professionalreferral

Notsure

Ingeneral,olderpatientstendtobemoreloyal.Itisimportantforhealthcareproviderstofosterloyaltyamongyoungerpatientswhoaremoreopentoswitching.Thiscanbeachievedbygettingtoknowpatientsasindividualsandensuringthatallcommunicationsreflectthislevelofknowledge.

N=523ConsumerRespondentswhohaveestablishedarelationshipwithanewproviderinthepastyear

Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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KEY

TAKEAWAY

ProvidersMustClosetheGapBetween

PatientExpectationsvs.Reality

Toengenderpatientloyalty,providersmustunderstandpatientexpectationsandprimaryareasofdissatisfaction.Ourresearchrevealedkeyareasofpatientdissatisfaction,aswellasadesiretofollowadifferentpathduringtheoveralljourney.

20%oftotalrespondentsratedcompletingpaperworkandformsasnotsatisfactoryatall.Nearlyasmanywerecompletelydissatisfiedwiththecheck-inprocess.

PaperworkandCheck-InsAreSourcesofDissatisfaction

Patientsweregenerallysatisfiedwhenitcametounderstandingtheir

careinformationandschedulingappointments,butlesssatisfiedwith

thecheck-inprocess,findinganewdoctor,orcompletingpaperwork/

forms.Medicalproviderswhocanfacilitatethepatientonboarding

experienceorsimplifyformscompletionwillbepositionedtoacquire

(andretain)moreloyalpatients.

FIGURE7:SATISFACTIONWITHVARIOUSHEALTHCAREINTERACTIONS*

Understandingcareinformation SchedulingappointmentsCheckinginforappointments

Findinganewdoctor

Completingpaperworkandforms

Howwouldyourankyoursatisfactionwiththefollowingtasks

whenitcomestointeractingwithyourhealthcareprovider?

NotSatisfactoryatAllSomewhatUnsatisfactoryNeutralSomewhatSatisfactoryVerySatisfactory

6%

23

%

40%

30%

3%9%

30%

3

6%

21%

19%6%

32%

40%

20%

3%

18%

32%

18%

12%

20%

25%

28%

1

8%

10%

0%20%40%60%80%100%

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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Amongthoserespondentswhoreportedsomelevelofdissatisfactionwiththeirhealthcareinteractions,themostcommoncomplaintsincludedtheinabilitytofindtherightinformation,uncertaintyaboutwhotocallwithquestions,alackofself-serviceoptions,andinconsistentcommunications.

Inrelationtototalrespondents,theyoungestconsumerswereespeciallylikelytoreportdissatisfactionduetoalackofself-serviceoptions(37%)orbecausetheircommunicationpreferenceswerenotfollowed(30%).

FIGURE8:TOPREASONSFORDISSATISFACTIONWITHHEALTHCAREINTERACTIONS*

Icouldn’tfindtherightinformation

Iwasn’tsurewhotocallTherewasalackofself-serviceoptions

Communicationswereinconsistent Icouldn’tunderstandtheinformationprovidedOnlinetoolsandresourcesweredifficulttouse

ThecommunicationswereunclearMyproviderdidn’tunderstandmyneedsTheinformationwasinaccurate

Mycommunicationpreferencesweren’tfollowed

Whatarethetopreasonsthatyouweredissatisfiedwheninteractingwithyourhealthcareprovider?

1

12%

18%

4%

23

23

21%

21%

20%

Thr

2

%

%

eeResponse

32%

9%

sPermitted

0%5%10%15%20%25%30%35%

Severaloftheoptionsinthechartabovepointtopatientconfusion.Patientscommonlyreportedthattheycouldn’tfindtherightinformation,werenotsurewhotocall,couldnotunderstandtheinformationprovided,orthoughtthecommunicationswereunclear.Healthcareprovidersstillhavealongwaytogo,andtheymustcontinueworkingtoeliminatethisconfusiontoensureapositiveexperience.

N=859ConsumerRespondentswhoreportedsomelevelofdissatisfactionduringanyinteractionwiththeirhealthcareprovider

Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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PatientsAreSeekingMoreSelf-ServiceOptions

Whenrespondentswereaskedhowtheytypicallyscheduledtheirhealthcareappointments,morethan70%indicatedthattheywerecallingtospeaktoaliveperson.Whenthesesamepatientswereaskedhowtheywouldprefertoscheduleappointmentsifgivenachoice,however,manypatientspreferredself-serviceoptions.Only15%ofpatientswereschedulingappointmentsviatheirproviders’website,butnearlyaquarterwouldprefertoschedulethisway.

Theschedulingprocesswasnotasignificanthurdle.Morethan80%oftotalrespondentsstatedthatschedulinghealthappointmentswasveryorsomewhateasy.

FIGURE9:SCHEDULINGAPPOINTMENTS—ACTUALVS.PREFERRED*

HowdoyouNORMALLYscheduleyourhealthcareappointments?Giventhechoice,howwouldyouPREFERtoscheduletheseappointments?

Phonecallto

LivePerson

Provider’sWebsite

Provider’sMobileApp

AutomatedSystem

SomeoneElse

SchedulesforMe

Chatwitha

VirtualAgentOther

71%

57%

15%

24%

5%

12%

4%

5%

2%

1%

1%

1%

2%

1%

SingleResponseOnly

Actual

Preferred

0%20%40%60%80%

Asmightbeexpected,consumersundertheageof27wereparticularlylikelytopreferself-serviceschedulingmethodslikeproviderwebsites(27%)andmobileapps(19%).Meanwhile,whereasonly38%oftheyoungestconsumersmostpreferredtoschedulewithaliveperson,thesamewastrueformorethanthree-quartersofthoseaged65+.Althoughthenextgenerationofhealthcareconsumersisclearlyseekingamoreautomatedprocessforschedulingappointments,thispreferencedidnotexpandtovirtualagentsorchatbots.Theseweregenerallyunpopularandnotstronglypreferredevenamongtheyoungestconsumers.

CompletingForms:AnUnmetPreferenceforDigital

Halfoftotalrespondentsstatedthattheirprovidersgavethemtheoptiontocompletepre-careornewpatientformsdigitallybeforetheirappointments,while41%saidtheyweren’tgiventhisoption.Whentheresponsestothisquestionwereseparatedbyage,though,youngerrespondentsweregenerallymorelikelytoansweraffirmativelythantheiroldercounterparts.Thissuggeststhatolderpatientswerelesslikelytonoticedigitaloptions,orperhapstheywerelesslikelytoseekthemout.

*N=1,000ConsumerRespondents|Source:RevSpringPatientEngagement&PaymentExperience:KeypointIntelligence2022

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Morethan40%ofrespondentsgiventheoptiontocompleteformsdigitallybeforetheirappointments

weren’t

.

TABLE2:OPTIONTOCOMPLETEFORMSDIGITALLYBEFOREAPPOINTMENTS(BYAGE)

Did