A new survey from Intuit Health, the developer of patient portal and communication technology, finds two major trends when it comes to Americans and their healthcare: They're worried about their medical bills, and they expect their physicians to be easily accessible online.
Intuit's second annual "Health Care Check-Up Survey" shows that Americans are now accustomed to paying bills online – and they expect that same convenience and connectivity from their doctor's office.
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According to the survey:
- 70 percent said they are somewhat or very concerned about managing their healthcare bills, the same percentage as last year;
- Two-thirds believe their healthcare costs will increase in the future; and
- 62 percent said their healthcare costs increased in 2010.
Baby Boomers are most concerned with rising costs, according to the survey – 66 percent said their costs have increased and 72 percent are most concerned with rising costs in the future, compared to 59 percent of younger respondents who said their healthcare costs have increased and 62 percent who are concerned with rising costs in the future.
Meanwhile, the Intuit poll showed that 73 percent of respondents would use a secure online communication solution to pay medical bills, communicate with a doctor's office, request appointments and get lab results. That "anytime, anywhere" access is so important that nearly half of those surveyed would consider switching doctors for a practice that offers online services.
"Patient anxiety is rising," said Steve Malik, president and general manager of Intuit Health. "They want some measure of control, convenience and better communication with their doctor. Doctors who offer secure online solutions can meet this patient demand while increasing office efficiency and enhancing the doctor-patient relationship."
Malik added that "online solutions, like a patient portal, have proven to improve staff and patient satisfaction levels, while positively impacting the physician's bottom line by reducing patient no-shows and increasing the speed at which payments are received."
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The survey also provided insight into patients' perspectives on medical bills and payment methods.
- Many question the accuracy of medical bills. Forty-one percent of consumers don't have confidence that the billed amount is correct.
- One in five is unsure whether to pay the doctor or the insurance company. Gen Y respondents were most unsure whom to pay – 28 percent, versus 8 percent of Baby Boomers.
- Accounts receivable can become bad debt. Fifty-seven percent have had at least one medical bill go to a collection agency. Women are twice as likely as men to let a medical bill go unpaid.
- Medical bill payments are stuck in the past. Forty-five percent of patients wait more than a month to pay their doctor bill – and when they pay, half still send a paper check in the mail.
In addition, the poll confirmed that increasing consumer use of and comfort with online solutions is extending to healthcare. Specifically, the ability to easily connect with a doctor remains an issue for patients. Nearly 20 percent feel they can't easily reach their doctor's office to ask questions, make appointments or obtain lab results.
Moreover:
- Americans want more efficient visits with their physicians. Eighty-one percent would schedule an appointment via a secure Web service and fill out medical/registration forms online prior to their appointment.
- Patients want easy, secure access to their information. Seventy-eight percent would use a secure online method to access their medical histories and share information with a doctor.
- Younger patients prefer online. Fifty-nine percent of Gen Y respondents said they would switch doctors for one with better online access, compared to only 29 percent of Baby Boomers.