A survey of 9,000 customers conducted by MuleSoft has found that 75% of patients feel digital experiences have improved the standard of care they receive from clinicians.
The Customer Experience and Connectivity Chasm (CECC) report highlights how digital experiences and personal health data from wearable tech and health apps are impacting healthcare providers’ standards. A grand total of 9,030 adults were surveyed from across Europe, Asia and the US during August 2019.
Of the 75% of customers who said digital experiences – such as online booking or remote video consultations – had improved their standard of care, 57% felt it had improved their experience with their GP. Standard of care in hospitals was considered to have been improved by digital experiences in 55% of cases, while for pharmacies this statistic rose to 60%.
Consumers were also positive about how healthcare providers were making use of their personal data, with 61% saying providers made effective use of that data to deliver a better standard of care. Consumers aged 18-34 were the most positive about this data usage, with 70% of responders in this age group sharing this belief. Consumers in the US (71%), France (63%) and Singapore (79%) were the most positive about healthcare providers making effective use of the data available to them, while consumers in Germany (49%) are the least positive.
However, the healthcare sector continues to face challenges in bringing together digital and traditional platforms to provide a connected healthcare experience.
In total, 55% of consumers said they received a disconnected experience from healthcare providers, and 53% said this could make then consider changing to another service.
MuleSoft vice president of product marketing David Chao said: “With the growing popularity of wearable technology and health apps, consumers’ expectations of healthcare are rising. It’s encouraging to see that the healthcare sector is making strides when it comes to its effective use of digital technology and personal health data.
“The challenge now facing both private and public healthcare providers is being able to deliver a more connected healthcare experience. By creating an application network using APIs, healthcare providers can better integrate clinical and non-clinical applications to provide improved patient experiences, all while making secure data sharing more efficient. By taking this approach, healthcare providers will be able to continue to improve the standard of care they offer.”