Patients want 21st century communications

Forty-seven percent of U.S. adults said they were satisfied with their last medical visit but wish their doctor updated communications, a survey indicates. A Harris Poll of 2,311 U.S. adults surveyed July 16-23 by Harris Interactive found medical visit satisfaction fell short of levels observed for several other industries, particularly those with more of a focus on providing a pleasurable experience such as the 63 percent who were satisfied at a restaurant visit or 62 percent who had had an online purchase. Dissatisfaction with most recent healthcare provider visits at 17 percent is comparable to levels observed for recent cellphone store visits also at 17 percent and health insurance company interactions at 18 percent, the survey said. A small percentage of patients said they had online communications services to facilitate interactions with their healthcare providers, but many more said they were interested in having access to these services. For example, 17 percent of patients said they had online access to medical records -- something 52 percent of patients said was important. Twelve percent said they had email access to their doctors, but 53 percent said email access was important; 11 percent said they had online appointment setting, but 51 percent said it was important; 10 percent said they have online billing and payment access, but 50 percent said it was important; and 6 percent had access to an online cost estimator, something 62 percent said was important, the survey said. No margin of error was given.