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New Phreesia Research Reveals Patients’ Changing Preferences for their Digital Healthcare Experience

Patients’ expectations of healthcare technology are changing to reflect the digital conveniences they are used to in other aspects of their lives, according to research in a newly published white paper from Phreesia. Based on the results of a survey of 4,136 patients, the paper sheds light on the consumer-centric trends reshaping healthcare delivery and shares best practices that healthcare organizations can employ to improve patients’ experience and better engage them in their care.

The white paper, titled Healthcare’s Digital Transformation, demonstrates how as consumer-facing technologies become commonplace, patients are increasingly shopping for healthcare experiences that align with their digital behaviors and preferences. Insights from the survey results include:

  • The vast majority of surveyed patients said they “definitely” or “probably” would book (84%) or reschedule (82%) appointments online in 2022.
  • 64% of patients who completed the survey prefer to see doctors who offer pre-visit online check-in, and 29% consider it a must-have when choosing a doctor.
  • When asked about online payments, 70% of surveyed patients who hadn’t paid online in the past year said they would if given the option.
  • 88% of respondents enjoy using digital messaging to communicate with their provider organizations, and 41% said it’s a must-have.

Phreesia surveyed patients across the U.S. over a one-week period in 2022, as they checked in to a doctor’s appointment using Phreesia’s automated platform. Of those who took the voluntary, multiple-choice survey presented at the end of their check-in process, 87% were between the ages of 18 and 64, and 75% had commercial insurance. The data was de-identified, with only respondents’ answers, age group, gender and insurance status collected.

“As the report highlights, patients select their healthcare providers not just based on quality of care and accessibility, but also increasingly based on the convenience afforded by digital technologies,” said Joyce Wang, Phreesia’s Associate Director of Research. “Based on these insights from patients, providers can identify opportunities to implement tools that can have a big impact on patient satisfaction and retention—whether that’s adding the ability to schedule appointments online or offering flexible online payment options.”

The report also examines the small subset (14%) of respondents who stated they were not comfortable using technology, and shares strategies healthcare organizations can use to increase patients’ comfort, including enhanced privacy and security measures and clearly explained, intuitive digital workflows.

About Phreesia

Phreesia gives healthcare organizations a suite of robust applications to manage the patient intake process. Our innovative SaaS platform engages patients in their healthcare and provides a modern, convenient experience, while enabling our clients to enhance clinical care and drive efficiency.

Forward-looking Statements

This press release includes express or implied statements that are not historical facts and are considered forward-looking within the meaning of Section 27A of the Securities Act and Section 21E of the Securities Exchange Act. These statements include, but are not limited to, statements regarding patient preferences and trends affecting the healthcare industry. Forward-looking statements generally relate to future events or our future financial or operating performance and may contain projections of our future results of operations or of our financial information or state other forward-looking information. In some cases, you can identify forward-looking statements by the following words: “may,” “will,” “could,” “would,” “should,” “expect,” “intend,” “plan,” “anticipate,” “believe,” “estimate,” “predict,” “project,” “potential,” “continue,” “ongoing,” or the negative of these terms or other comparable terminology, although not all forward-looking statements contain these words. Although we believe that the expectations reflected in these forward-looking statements are reasonable, these statements relate to future events or our future operational or financial performance and involve known and unknown risks, uncertainties and other factors that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by these forward-looking statements. Furthermore, actual results may differ materially from those described in the forward-looking statements and will be affected by a variety of risks and factors that are beyond our control, including, without limitation, risks associated with: changes in laws and regulations applicable to our business model; changes in market conditions and receptivity to our products and services; our ability to maintain the security and availability of our platform; our ability to make accurate predictions about our industry; and our ability to attract, retain and cross-sell to healthcare services clients. The forward-looking statements contained in this press release are also subject to other risks and uncertainties, including those more fully described in our filings with the Securities and Exchange Commission (“SEC”), including our Annual Report on Form 10-K for the fiscal year ended January 31, 2022, as updated by our subsequently filed Quarterly Reports on Form 10-Q, and other SEC filings. The forward-looking statements in this press release speak only as of the date on which the statements are made. We undertake no obligation to update, and expressly disclaim the obligation to update, any forward-looking statements made in this press release or incorporated by reference herein to reflect events or circumstances after the date of this press release or to reflect new information or the occurrence of unanticipated events, except as required by law.


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