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Long Wait Times Outrank Cost as Patients’ Top Frustration. Generative AI Can Help.
Leading providers will embrace innovative solutions to improve the customer experience.
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Patients around the world bemoan countless frustrations with healthcare, but one complaint consistently rises far above the rest: wait times. Across the Asia-Pacific region, UK, and US, hospital wait times and wait times to get an appointment are consumers’ greatest pain point, according to Bain’s recent Frontline of Healthcare survey (see Figure 1). Wait times even outrank high costs.
This dissatisfaction can’t be ignored. It’s no secret that consumerism has been reshaping the healthcare industry over the past two decades. Conditioned by fast, easy digital experiences in other facets of their lives, today’s consumers expect greater efficiency and convenience from healthcare providers (see Figure 2). And they are increasingly taking more ownership of their care and advocating for their needs.
Providers are pushing to deliver care when and where patients want to receive it. Escalating consumer demands and shifting preferences have aided the global rise of alternative care sites and channels, such as urgent care centers, retail healthcare, and telehealth. Today, more than 70% of consumers are willing to seek care at alternative sites for a variety of medical conditions (see Figure 3).
Despite this, access remains the greatest challenge. So how can providers help patients navigate their options and reduce long wait times? The solution shouldn't depend on asking more of clinicians, who are already stretched thin. Generative AI, however, offers new ways to reduce waste and boost efficiency. Leading provider organizations are already prioritizing and scaling applications in predictive triage and resource management, including patient flow, equipment usage, and appointment scheduling. These AI enhancements can meaningfully shorten wait times and more effectively utilize resources across the organization.
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First published in luglio 2024