Survey Reveals Critical Healthcare Support Gaps Impacting Patient Health

A new survey conducted by Hyro, an AI-powered communications company in the healthcare sector, reveals critical gaps in patient support services that are leading to tangible negative health outcomes. The survey, which included responses from over 1,500 U.S. patients, underscores the urgency for healthcare providers to improve their service delivery outside of traditional clinical settings.

The survey, titled "Voice of the Patient", exposes alarming statistics about patient experiences and expectations. Notably, 21% of patients reported delaying or forgoing prescription refills due to lengthy hold times and cumbersome processes. Even more concerning, 32% of patients experienced health complications as a result of these delays.

Additionally, the survey reveals a strong preference among patients for more advanced, AI-driven healthcare solutions. A staggering 81% of respondents believe that more self-service options should be available for scheduling appointments. Furthermore, 84% indicated a preference for speaking with an AI assistant rather than waiting on hold for a live human agent. Another 66% expect their healthcare providers to implement generative AI technologies to enhance online and phone support within the year.

Israel Krush, CEO and Co-Founder of Hyro, emphasized the importance of these findings, stating, "Our Voice of the Patient report clearly shows that patients are ready for more advanced, AI-powered healthcare experiences to reduce their pain points and improve their experience with their providers. They're demanding the same level of convenience in healthcare that they experience in other industries, and providers who fail to meet these expectations risk patient disengagement and potentially exacerbating negative health outcomes of their patients."

Despite the willingness to embrace AI technologies, the survey also highlights ongoing concerns about data privacy and security. About 33% of respondents expressed apprehensions regarding the privacy and security of their personal health information when using AI solutions in healthcare.

Krush added, "The key takeaway for healthcare providers is clear. Patients want more control over their healthcare journey through self-service options and AI support, but they also don't want to surrender their privacy and security when engaging these technologies. Providers must implement these technologies responsibly, with a focus on compliance, control, and explainability."

The full "Voice of the Patient" report includes detailed findings and additional analysis, offering a comprehensive look at the current state of patient support services in the U.S. healthcare system.

Hyro continues to lead in Responsible AI-Powered Communications for healthcare, working with prominent health systems such as Intermountain Health, Baptist Health, and Hackensack Meridian Health to automate workflows and enhance patient support across various platforms and services.