Exploring The High Tech Nature Of Patient-Physician Relationships

By Christine Kern, contributing writer

Care coordination utilizing technology can improve care delivery and the patient experience.

A Nielsen study examined how Americans use technology for healthcare and revealed that, while consumer access is low, interest is not. The study found adoption of new technology by physicians and healthcare networks is slow, representing the financial and cultural obstacles to widespread use of new tools. And most Americans do not have access to even the most rudimentary “virtual” interactions with their healthcare providers.

Despite lack of access, the survey found consumers want to have access to tools that would facilitate access to care. It also revealed there is a significant opportunity to improve the care experience as there is “a small but significant set of consumers” who lack the technologies but have expressed interest in utilizing them.

Experts from Harris Interactive’s Strategic Health Perspectives, The Council of Accountable Physician Practices, and Bipartisan Policy Center presented the results at a recent press conference. Among the study’s other findings:

• All forms of provider interaction are low, but tech-enabled communications are increasing slowly.
• Basic telephone advice is still unavailable 24/7 for 86 percent of respondents.
• Only 30 percent are receiving electronic reminders from healthcare providers.
• Forty percent reported receiving not even the most rudimentary ways of interaction, including telephone reminders.
• Text reminders are also extremely low, with 9 percent reporting receiving text appointment reminders and 4 percent text medication/health measurement reminders.

And when it comes to telemedicine, the study found most new technology is not yet available to the majority of patients. Only 11 percent had access to online submission of questions answered by a medical profession; 6 percent had access to email reminders about medications/health measurements; 4 percent got text reminders regarding medications/health measurements; 3 percent had the ability to submit photos of conditions/symptoms for phone or email consultations; and only 2 percent had access to video visits (telemedicine).

Meanwhile, 77 percent of those surveyed agreed “all physicians treating me should have access to information contained in my EMR,” and many consumers believe EMRs help share information and past history with healthcare providers.

Ultimately, the study found that, despite increasing access to online portals and email, an unmet need still exists, and technology is not yet keeping up with demand. The findings further indicate that, while most Americans lack access to digital tools or expanded access to care and are probably not aware of these tools and their value, physician skepticism and telemedicine and the infrequent use of technology also stand as significant barriers to broader adoption.