Lines at the desk, ringing phone calls and dozens of insurance questions waiting to be resolved – this is a daily reality for many patient outreach teams. Today’s patients find these “front door” barriers to healthcare especially frustrating as they can’t imagine how much easier the process can be with the digital apps and tools they rely on in other aspects of their lives. Despite advances in patient access, Experian Health’s latest Patient access status survey suggests that the digital front door in health care is still slightly open.
Using these survey findings, this article looks at how opening the digital front door to healthcare it can address common pain points in patient access, improve operational efficiency and better meet the needs of today’s healthcare consumers.
What is the digital front door in healthcare?
Scheduling a doctor’s appointment should be as easy as using a food delivery or ride-sharing app. That’s the idea behind it the digital front door to healthcare. Providing patients with secure digital options to book, enroll and pay for care puts control in their hands so they can manage their care anywhere, anytime. It is part of a major digital transformation in healthcare, making it easier for patients to connect with services quickly and easily. At the same time, it improves efficiency and profitability for suppliers.
From websites and portals to mobile apps, this approach creates a friendly, accessible entry point that focuses on what patients need: simplicity, convenience, and transparency in their healthcare journey.
Top pain points in healthcare digital information
While previous Patient Access reports have revealed frustrations with patient access, i 2024 survey it shows a glimmer of hope. Self-organization options are increasing and telehealth is reducing friction. Patients and providers agree that access is improving and digital tools credit many improvements. That said, challenges remain.
Top 3 pain scores for patients
- Seeing their doctor sooner (27%)
- Understanding how much their care will cost (17%)
- Trying to schedule appointments (14%)
Top 3 pain points for providers
- Maintaining staffing levels (45% vs. 55% in 2022)
- Effective and timely management of prior authorizations (39%)
- Improving the speed and accuracy of resolving patient information before submitting claims (31%)
When it comes to future priorities, patients and providers agree that’s accurate pre-service price estimates and transparency about insurance coverage are two of the top things. Providers believe they are getting better at providing accurate estimates, and while 74% of patients said they received accurate estimates, this is down from 78% last year. It’s a good reminder that the digital front door isn’t just about online planning: using digital tools to help patients understand and prepare for their bills is an important aspect.
Patients and doctors want more – not fewer digital services
I 2024 report it confirms previous findings that patients want more digital options to manage their healthcare: six out of ten say this is important. And among providers, it’s clear that digital front-door technology is seen as a key driver for improving patient access. Here are a few ways providers say they use digital tools to reduce conflict:
- Expanding telehealth services
- Introducing digital/mobile patient communication
- Introducing patient portal services
- It enables online and mobile payment tools
- Using digital self-service registration and online/mobile self-scheduling
Reducing labor shortages is a huge benefit. Staffing issues have eased since the outbreak of the pandemic, but remain a barrier to effective planning and enrollment of 72% of providers. Automated patient access and self-service tools to help reduce these stresses.
How digital solutions improve patient access and satisfaction
“These digital tools are making healthcare more accessible by removing barriers and simplifying patient-provider communication,” said Alex Harwitz, VP, Digital Front Door, at Experian Health. “Automation can take care of repetitive tasks that take up staff time, so staff can focus on helping patients directly. Real-time scheduling, accurate cost estimates and convenient mobile options meet patients where they are and give them the control and flexibility they want.”
Bottlenecks, wait times and costly errors are down, while patient satisfaction is up.
3 solutions to improve the digital front door
Harwitz suggests three ways to use the digital front door to eliminating friction in the patient journey:
1. Facilitate patient scheduling
The litmus test for patient access is how quickly they can see their doctor. To help patients quickly find and book an available appointment, healthcare organizations turn to Experian Health’s Patient scheduling software. This 24/7 digital scheduling platform guides patients to the right appointment and provider according to business schedule and rules. Patients can easily cancel and reschedule if necessary, and no login is required, so new patients can get started quickly. Automation improves scheduling capacity, so there are no wasted appointment slots, improving call center efficiency.
There’s also the option to integrate automated text, interactive voice response and email reminders so patients don’t forget their appointments, which will increase completion rates and reduce gaps in care.
2. Speed up registration times
Patients don’t want to sit in waiting rooms and fill out paperwork, and healthcare workers have limited bandwidth to handle the high volume of patients. The tools are the same Registration Accelerator It can simplify the registration process, by reducing the manual and paper efforts of patients and staff. This patient intake solution sends an automated link that allows patients to register anywhere, anytime.
Patient Access Manager uses AI-powered data capture technology to collect and verify patient information at registration, reducing the need for manual entry. With one click, the tool performs simultaneous queries to capture:
- Verification of eligibility
- Coordinating benefits
- Medicare Beneficiary Identifiers
- Obtaining coverage and the patient’s financial situation
- Patient demographics
This not only speeds up the registration process for patients, but also collects clean, accurate data for downstream claims submission. This technology has prevented more than $1 billion in denial as of 2020.
Watch the webinar: How Patient Access Manager transforms claims management from the beginning of the revenue cycle.
3. Provide more accurate measurements
With 96% of patients looking to their provider to help them understand their insurance coverage, the need for better financial communication is clear. More than 80% of patients say accurate up-front estimates help them plan costs. If they felt unable to pay, 43% said they would consider delaying or canceling care. Lack of clarity is as much a health risk as a financial one.
Experian Health was created Patient Financial Advisor again Patient Ratings to help suppliers improve price transparency. Healthcare providers can use these tools to create accurate cost estimates based on real-time pricing information and offer convenient online payment options to expedite collections. Patients can get a personalized estimate, a customized payment plan and send a payment with a few clicks. This addresses patient concerns about affordability and transparency, while ensuring that providers remain compliant.
See it in action: the digital front door to the real world
- How IU Health implemented strategic planning to increase patient satisfaction and improve efficiency as patient volumes increased.
- How Banner Medical Group uses Patient Ratings to increase patient satisfaction and meet compliance requirements.
- How West Tennessee Healthcare Modern patient intake with automation.
The evolving digital front door to healthcare
The digital front door in healthcare is not just a single point of entry – it is an ongoing way to connect with patients, bridging digital interactions with real life. By addressing common challenges such as outdated booking systems, unclear financial statements, long waits and limited payment options, healthcare organizations can create a smooth, seamless patient experience that improves satisfaction, builds trust and improves outcomes for everyone involved.
Learn more about Experian Health’s front door digital solutions address the most common pain points within patient reach and bring comfort, clarity and control.
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