Patients Looking for Convenience: Survey

Eighty per cent of patients said online options for booking and managing their appointments improved their overall experience.

Eighty per cent of patients said online options for booking and managing their appointments improved their overall experience

While the survey was focussed on general practice, the results are of interest to health professionals generally.

CommBank Health’s 2023 GP Insights Report revealed the changing economics of delivering care to patients presents challenges for most practices.

“Even as patient visits increase for many, persistently rising operating costs are weighing on profit margins,” the report said.

The report identified the top challenges for health practitioners as costs, with the Medicare schedule lagging behind running costs; attracting and retaining staff; and keeping up with patients’ changing perceptions and preferences.

The report was based on a quantitative survey of 204 decision makers and influencers at general practices across Australia and 1,020 patients. Seventy-five per cent of respondents were based in capital cities with the rest coming from regional areas.

The report called out plans for digital solutions planned on patient convenience, efficiency gains and augmenting patient care.

It said 27% of those surveyed expected to introduce digital check-in services in clinics over the next two years, while 32% had already done so.

In 45% of practices, GPs were using smart devices during consultations, with a further 25% planning to do so in the next two years. More than half (53%) use data analytic solutions to help monitor practice operation and financial performance metrics, with 24% planning to introduce such systems soon.

Reference
1. CommBank Health, Healthy practices, healthy patients, CommBank GP Insights 2023, available at: https://www.commbank.com.au/content/dam/commbank-assets/business/foresight/2023-02/q867-gp-insight-report-acc-ws.pdf [accessed 22 Feb 2023].