Three ways to get the most mileage from mobile apps

While providers are making the effort to meet consumers’ expectations when it comes to mobile apps, their responses to date have been inadequate, according to a new report from Accenture.

According to the report, more than half of health consumers would like to use their smartphones more to interact with their providers and they are displeased with the current lack of mobile services.

“Having a mobile app is not sufficient to meet these demands and providers should focus on delivering exceptional user experience and functionality,” says Brian Kalis, managing director of Accenture’s Health practice.

The research shows that 7% of patients have switched healthcare providers because of poor customer experience, which could translate to a loss of more than $100 million in annual revenue per hospital.

“Managed healthcare executives who pay special attention to the quality of a hospital’s mobile app can increase the likelihood of retention of consumers as well as increased satisfaction,” Kalis says. “Patient experience strategies must focus more in mobile engagement as patient populations grow more and more accustomed to digital engagement. Mobile presence and capabilities can help providers succeed in an era of individualized healthcare, where patients are empowered to help manage their own healthcare.” 

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