Having grown up with ever-evolving technology, Millennials expect businesses to continually simplify the consumer experience. They value efficiency and convenience, so they do not want to waste their time on needless interactions. As a result, health facilities should prioritize user-friendly engagement options like the ones outlined in this white paper.
“Our research suggests that Millennials value on-demand services and a convenient, navigated experience,” says David Kerwar, chief product officer and head of consumer digital innovation at Mount Sinai Health System. Speed is a high priority for the Millennial generation. When they’re at work, they take short breaks. Gone are the days of the hour-long power lunch with appetizers and cocktails.
Time is money for this generation, and they don’t want to sacrifice any of it. That’s why, according to a survey from PNC Healthcare, 34% of Millennials prefer retail or walk-in clinics to scheduling appointments with their physicians. This wave of consumers wants appointments to be quick and easy. They don’t want to call a scheduling team and answer tedious questions for an hour only to end up waiting months for the next available date.
To attract Millennial patients, today’s facilities need to emulate some of the simplicity that walk-in clinics offer their consumers. Sixty-six percent of Millennials want to schedule appointments online. By offering virtual scheduling tools, hospitals can eliminate the back-and-forth phone calls patients often have when trying to get ahold of schedulers.
In addition to hassle-free scheduling, forty-seven percent of Millennial consumers want their entire visit with a clinician to be virtual. These remote appointments, which grew rapidly during the COVID-19 outbreak, are here to stay even beyond the pandemic. They enable patients to make the most of their time, cutting out travel expenses and waiting room lulls. Instead of leaving work for an hours-long appointment, they can hop on a device and speak directly with a doctor.
To complete the care process, facilities should focus on perfecting their virtual care opportunities at every touchpoint. More than two-thirds of Millennials say they would prefer post-care follow-ups via email or text message instead of the phone. By adhering to these types of Millennial expectations, health systems can create the best experience for the next generation of patients and ensure their loyalty.