Wednesday, December 1

89% of users support the use of telemedicine


From left to right: Ángel de Benito, general secretary of the IDIS Foundation; Juan Abarca, president of the IDIS Foundation; Marta Villanueva, general director of the IDIS Foundation; Genís Roca, specialist in business transformation processes, business development and digital culture and Alberto Córdoba, partner-director of Lukkap Customer Experience

The measurement and improvement of the patient experience is a fundamental variable for a co-responsible management of one’s own health, with the help of new tools and digital communication channels.

This has been revealed during the recent presentation of the study Digital Patient Experience 2021, promoted by the IDIS Foundation and developed by Lukkap Customer Experience. This study shows that 89% of private healthcare users support the use of telemedicine, according to the president of the IDIS Foundation, Juan Abarca: “the so-called patient experience in their contact with the system through tools and channels Digital communication is key to improve, meet unmet needs and delve into the field of quality and safety at its best ”. And it is that digital transformation leads to a new way of understanding and practicing medicine. For example, in geographic areas far from primary and specialized healthcare settings, remote care through digital channels acquires great value. The study also shows that the private health sector increases its grade of recommendation (NPS or Net Promoter Score) in an environment of general reduction of this indicator in all industrial sectors.

The relevant conclusions indicate that 89% of users recognize the benefits of the use of telemedicine, of which 43% he loves it The aforementioned tool and 46% of the study participants supported its use at specific times, clearly favoring a hybrid model that combines face-to-face and telemedicine.

Study on the digital experience


Along these lines, the users who most use digital information and communication tools and channels are the ones who bet the most on prevention, take care of themselves and are also more satisfied with the benefits offered by their insurance. In this scenario, 45% of the people who say they use these types of channels tend to monitor their health more and 48% use solutions and applications (app) for this. It is this profile of the patient more involved in digital technology that perceives the greatest improvement in their health. At the same time that the patient lives a better experience with the use of digital channels and tools, the perception of their health status also improves with a score of 8.3 out of 10 in both cases.

The general secretary of the IDIS Foundation, Ángel de Benito, highlighted that due to the changes experienced in healthcare by Covid-19, a qualitative leap has been made and, therefore, “we present the new reality of patients who they use digital technology in their transit through the system, with the primary purpose of understanding their experience in order to improve it from all perspectives ”.

In the prevention section, it is where the digital thing acquires a great relevance

Understanding the patient’s experience also requires an approach to changing relationships between professionals and patients, a fact that has been analyzed in the study. According to the specialists themselves (focus group), the patient knows when to go and when not to go to a face-to-face consultation, but they believe that he must see the added value that remote, non-face care (telemedicine) brings him, in order to be able to choose properly.

The fear of not getting the diagnosis right is the great brake on remote consultation for patients, since it is more difficult to resolve doubts through the screen, they do not feel the same confidence as in the face-to-face format and they perceive less empathy on the part of health personnel in conveying bad news.

For their part, doctors consider that there is a greater ease in the search and access to health thanks to technology and digitization and that their voice in the different digital communication channels, with regard to prevention, acquires a special relevance.

Experience within the system

In this section, it is the prevention stage, the moments of monitoring and conducting special tests that receive high compliance with ideal experience with 88% and 75%, respectively. It also highlights the high compliance with ideal experience (WOW) at the time of diagnosis (75%), where the main strengths are found in the search for a doctor and request for an appointment, with 80% and 86% compliance, respectively. At all times measured, no differences were observed in the remote consultation vs the face-to-face consultation in terms of compliance, but there were differences in perception.

Digital solutions are well valued by the patient to take care of health

Finally, the report shows that the treatment stage receives an expectation fulfillment rate of 59%. The beginning of the therapeutic stage and the different moments that determine it is met with an overall rating of notable; However, in the pre- and post-treatment there is an area of ​​evident improvement, since the digitization of services translates into health and health results, and close and periodic follow-up (monitoring), in an increase in adherence to the treatment filed.

The general director of the IDIS Foundation Marta Villanueva, has concluded that: “These data place us in a reality in which both the patient and the healthcare professional are committed to making telematic assistance part of patient healthcare. The momentum brought about by the pandemic must be taken advantage of, taking into account that there is a wide margin for improvement in all phases of the process ”.


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