For a year and a half, one of the biggest health crises of the modern era has been going on. But although some activities have been postponed, there are others that cannot be postponed. In this second area are medical consultations because it is an indispensable service. Although in essence they remain the same, there has also been a change in the preferences of patients due to the acceleration in digitization.
With the above in mind, we share with you some of the biggest changes in patient preferences that have become more evident in recent months. From how they prefer the service to the payment facilities.
The ‘role’ of cash
Cash is losing ground after a year and a half of the health crisis in the world. Data from the Bank of Mexico indicate that currently 86% of Mexicans prefer it when paying, compared to 93% registered before the pandemic. In line with it, Adyen indicates that globally 41% admit that cash is no longer their preferred payment method for reasons of safety, hygiene or practicality.
Physical bank cards are also losing ground since 22% now prefer them digital and within their smartphones, as is the case with e-wallets, instead of carrying plastic.
Technology to pay for the service
It is linked to the previous point. Until a few years ago the only options to charge for patient care were with cash or a credit card. We now live in a digital world that was accelerated in the wake of the pandemic. That is why it is necessary that you incorporate more options within your establishment. Some of them may be PayPal or WhatsApp Business because they are the most convenient when the consultations are online.
Online vs Physical
Although the majority of patients maintain the habit of attending clinics in person, the digital alternative is beginning to gain ground. More and more people prefer remote care because it does not involve physical contact and thus they remain safe. Although it is not their only virtue because they also offer a saving of time and effort.
The experience on the price of the consultation
Experience is the most relevant aspect for 39% of patients in the world, even more than the price of the service. In addition, 71% indicate that they would not return to an office if they suffer from bad treatment.
With this in mind, one of the goals should be to offer an empathetic service to patients. Personalization is a feature that you cannot miss because it is one of the best valued aspects. Beyond helping in their healing they also want to be treated as people and not as file numbers.