Survey: Technology Plays ‘Supporting Role’ in Optimal Patient Experience

CHICAGO — Most people view technology as an enhancement to healthcare, but still consider the doctor-patient relationship as the most important aspect of a satisfying patient experience, according to a new survey produced by voice-recognition software company Nuance Communications Inc., which polled 3,000 patients in the U.S., the United Kingdom, and Germany.

Among respondents, 97{06cf2b9696b159f874511d23dbc893eb1ac83014175ed30550cfff22781411e5} said they were comfortable with the use of technology in healthcare. However, when asked about the most important factors for a positive experience with a physician, patients most valued verbal communication, privacy, eye contact, handshake/physical contact, and physicians’ body positioning.

The findings indicate that, “while technology is a key component in the healthcare ecosystem, it should only play a supporting role. Patients need to be center stage,” the report concluded.

Meanwhile, 89{06cf2b9696b159f874511d23dbc893eb1ac83014175ed30550cfff22781411e5} of patients said they had good relationships with their primary-care physicians, and 80{06cf2b9696b159f874511d23dbc893eb1ac83014175ed30550cfff22781411e5} felt they were engaged in their own health. However, 40{06cf2b9696b159f874511d23dbc893eb1ac83014175ed30550cfff22781411e5} of patients surveyed indicated they felt rushed during physician visits — unsurprising, given that nearly half reported they spend just 10 to 20 minutes with their doctors.