The 2021 Hybrid Patient Experience | COVID-19 Impact Survey – Kyruus Research

The Patient Experience – An Overview of the COVID-19 Impact Survey

Kyruus Research has released its 2021 COVID-19 impact survey examining patient access experiences and preferences. The findings, issued in the Patient Access Preferences Report: The Pandemic’s Lasting Impact, reveals the value of hybrid approaches to care delivery (virtual and in-person) and digital access offerings to meet the rising demand for convenient self-service.

The COVID-19 impact survey is based on a survey of 1,000 people conducted by Wakefield Research on behalf of Kyruus in March 2021. Respondents were from across the United States and represented a comparable mix of private insurance and Medicare or Medicaid—approximately 20% military/VA, other, or no coverage—from four age groups (18-34, 35-49, 50-64, 65+ years). Key findings highlighted in the COVID-19 impact study:

When looking at the rest of 2021, almost 60% of people do not plan to delay in-person care, but uncertainty persists for the remainder: 20% plan to push out care, and 22% are unsure.

The Kyruus Research COVID-19 impact survey found that providers—especially primary care providers (PCPs)—quickly adapted to the virtual care need. Over 50% of consumers reported that their PCP offered virtual care visits during the pandemic (of respondents who have an existing PCP). When the respondents were asked how access to virtual care will impact their choice of where to obtain care in the future, nearly 2/3 of all respondents (63%) said it would be an essential factor in their decision-making. Additionally, of those who fell in this category, 40% said they would switch providers for the option to have virtual visits.

Although respondents 65+ had the lowest preference for online booking, 51% cited online scheduling as their preferred method. However, while online scheduling is a priority for many consumers, technology or internet access barriers persist for others.

Findings in the Kyruus Research COVID-19 impact survey highlight the increased desire for consumers to seek routine care through virtual and in-person options further promotes the value of hybrid care delivery. It outlines an opportunity for healthcare organizations to lure new patients with traditional and contemporary approaches to primary care.

Drivers of Digital Health Technologies

Digital patient access has undergone a significant evolution during the pandemic, and consumer preferences have evolved along with it. Health systems are under tremendous pressure to provide convenient access to care for patients while tightly managing operational costs. At the same time, over the past decade, patients (consumers) have taken a more active role in educating themselves and directly managing their health. And with more than 80 percent of consumers now researching their healthcare options, new technologies provide consumers new ways to engage in healthy living and manage certain conditions. In other words, technology is empowering consumers to take control of their health. 

Confidence in digital health technologies’ and tools’ potential continues to progress as health systems continue to invest in a more digital health care experience – focusing on connecting with, communicating with, and monitoring patients outside the health system’s walls. And while some of the pandemic’s impact on consumer choice may be short-term, it’s apparent that the pandemic perpetually re-shaped patient preferences and expectations in meaningful ways. As Kyruus added in their report, the pandemic only accelerated the inevitable: consumer demand for better options, convenience, and command over when, where, and how to receive care. Continuing to educate patients about their options for receiving care—across modalities, settings, and care types—and empowering them to increasingly self-navigate when desired will go a long way in helping healthcare organizations stand out in the post-pandemic world.

About Kyruus

Kyruus helps healthcare organizations connect people with the proper care across their crucial access points. The company’s industry-defining provider search and scheduling platform enables leading health systems, hospitals, and medical groups nationwide – spanning more than 300,000 providers – to attract and retain patients with a modern and consistent access experience. Robust provider data management forms the platform’s foundation, helping people find the right providers and care settings for their needs based on rich, system-wide information. To extend its impact on care navigation, Kyruus acquired HealthSparq in 2021 to bridge payer and provider access channels like never before.