Loren McCaghy of Accenture Suggests Digital Engagement, Ease of Use as Key Drivers in Healthcare Provider and Payer Turnover

In the latest episode of the Tuning In to the C-Suite podcast, Briana Contreras, an editor with Managed Healthcare Executive, spoke with with Loren McCaghy, director of consulting, health and consumer engagement and product insight at Accenture, to discuss the latest findings from Accenture's consumer survey. The conversation touched on critical trends in healthcare provider and payer turnovers, patient satisfaction and the growing importance of digital engagement.

McCaghy

The latest Accenture consumer report included surveys from around 10,000 insurance consumers and over 1,000 patients. These surveys examined consumers' experiences with their healthcare payers and providers and highlighted key factors driving their decisions to switch.

On the provider side, McCaghy revealed that approximately 18% of patients switched providers due to unsatisfactory experiences. This stat has returned to pre-COVID levels, reflecting a significant shift back from the pandemic's impact. However, only about 10% of consumers switched their health insurance payers, displaying a stable payer market.

McCaghy emphasized that while clinical experience is crucial, it’s often the basic interactions that lead patients to switch providers.

He stated the primary reason people leave is just their basic experience, especially with more digital consumers where they couldn’t make appointments online or do basic online functions.

“So that sort of ease of navigation with providers, in our data shows, it's a 2x factor in why people switched providers, versus the clinical experience, or even more so from the access,” he said.

However, access emerged as a vital factor in selecting new providers, he shared.

It was noted that convenient hours, easy appointment scheduling and the availability of virtual care are critical considerations for patients when choosing healthcare providers.

McCaghy also touched on the importance of trust and digital engagement in gaining patient loyalty.

He pointed out that ease of use significantly impacts loyalty, with a 5x difference in loyalty scores between "very easy" and "somewhat easy" experiences. Trust, particularly in digital interactions, also plays a crucial role in patient engagement and satisfaction.

Lastly, McCaghy stressed the importance of a human-centered approach in healthcare. He suggested that providers and payers must understand their patients' needs, build trust and simplify interactions to enhance the overall healthcare experience.