Connected Care and the Patient Experience

Americans say doctors still walk into most appointments without critical information about their patients.

55%

of patients report that their medical history is missing or incomplete when they visit their doctor.

61% Doctor doesn’t already know their allergies
Doctor is not aware of which prescriptions they’re taking 49%
Doctor does not know existing medical condition 40%
44% Doctor isn’t aware of recent surgeries, hospitalizations, or visits with other doctors
Insurance information is not on file at the doctor’s office 38%
Doctor’s office is missing personal information 40%

Patients are forced to take matters into their own hands.

29%

needed to physically bring test results, X-rays, or health records from one doctor’s office to another.

40%

revealed that they have difficulty accessing their own medical records and two in three are only somewhat confident, if at all, that they would be granted access to their own medical information within 24 hours.


Unnecessary paperwork and phone calls make Americans dread visiting the doctor more than other everyday tasks.

50% of Americans agree that renewing a driver’s license would require less paperwork than seeing a doctor for the first time.

American’s are just as likely to be frustrated when filling out paperwork at a doctor’s office as they would be when buying a new car.

57%
doctor’s office
54%
buying a new car

Many Americans would rather call customer service for their bank, cell phone provider, or credit card company than their health insurance provider.

34%
bank
27%
cell phone provider
22%
credit card company

Despite advancements in digital technology, paper is still persistent throughout healthcare. Americans report that they frequently or always:

55%
sign their names on paper forms
54%
have their insurance card or ID photocopied or scanned
33%
write personal information on paper forms
27%
write details of their medical history

Patients are spending most of their doctor’s visit filling out paperwork or verbally telling the doctor their medical history.

5 minutes filling out paperwork 6 minutes verbally sharing Average doctor visit: 15 minutes

To deal with the paperwork required, many Americans admit they have:

49% 28% been scheduled for a doctor’s appointment with extra time built in. gone to the doctor earlier than scheduled

A more digitally connected doctor would make millions of people breathe a sigh of relief.

Patients would become far more open with their doctor if they could communicate via email or text instead of phone only.

  • 51% would reach out to them
  • 46% feel more comfortable asking questions
  • 43% would feel less rushed when asking questions

Patients feel doctors using computers or tablets over paper during a visit are:

  • 70% organized and efficient
  • 40% innovative
  • 33% competent

Practices that have adopted technology to replace analog methods of administrative tasks, such as scheduling

  • 68% a sense of relief
  • 65% confidence
  • 55% comfort

Providers that do
not make an effort to improve electronic health information sharing could lose patients to others that are more technologically advanced.

40%
more likely to recommend their doctor to others
36%
less likely to switch to a new doctor

If evaluating two comparable doctors, Patients would select the one who let them:

57%
fill out paperwork online before visit
54%
receive test results online
57%
store medical records electronically
54%
schedule appointments online
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