Today over 66% of the largest 100 US hospitals have consumer-facing mobile apps. That’s 2 out of every 3 of our top providers in the nation! Some have gone even further and almost 40% of those have developed proprietary apps for their patients. But problem is that only a mere 2% of patients are using the apps built specifically for them. We are doing something wrong!
“Consumers desire more mobile patient engagement—healthcare providers must learn from digital health disruptors to meet their needs,” according to new research from Accenture.
Current functionality of health apps
- 11% offer access to medical records
- 8% offer existing patients the ability to book, change, or cancel appointments
- 2% offer new patients the ability to book, change, or cancel appointments, and
- 6% help patients request prescription refills
Brian Kalis, managing director of Accenture’s Health practice said “Simply having a mobile app is not enough.” He went on to state that “Hospital apps are failing to engage patients by not aligning their functionality and user experience with what consumers expect and need.” He warned of the risk of ultimately losing these patients to the competition. “Consumers want ubiquitous access to products and services as part of their customer experience, and those who become disillusioned with a provider’s mobile services – or a lack thereof – could look elsewhere for services.”
Accenture believes that approximately 7% of patients have changed their health system based on bad experiences with the hospital’s online customer service, which includes mobile apps and web chat functionality. If this trend continues, hospitals could lose more than $100 million in annual revenue!
50% of patients would like to use their phones to communicate with their doctor.
Yet, hospitals have engaged only 2% with their health apps!
We have work to do!
About this survey ::
For this report, Accenture used data from a variety of sources, including Accenture 2014 Global Consumer Pulse Research and Accenture 2013 Patient Engagement Survey. The research firm also used data from HIMSS Analytics, CDC 2012 National Hospital Discharge Survey, and the App Annie Q3 2014 Market Data to calculate usage of mobile apps among hospital patient populations.
Read the full report from Accenture Health :: Losing patience: Why hospitals must revive their digital health strategies