The Evolution of Healthcare Technology
The way patients interact with healthcare providers and insurance plans is undergoing a significant transformation. Telehealth usage has surged by 176% over the past three years, demonstrating a clear preference for remote consultations that are both convenient and safe. Mobile apps have become the primary means for checking claims and benefits, with members appreciating the ease of accessing information such as deductible status and prior authorization updates.
At BlueCross BlueShield of Tennessee, we’ve recognized this shift and are working to meet our members’ evolving expectations. Our research has shown that consumers want digital tools that are as easy to use as email. They expect information to be readily accessible and actions to be straightforward. To address this, we’re focusing on user-centric design and conducting usability studies to ensure our digital platforms are intuitive and meet our members’ needs.
Key Findings from Consumer Research
- Easy Access to Information: Members want to be able to quickly find the information they need and take actions without hassle.
- Choice in Communication: Consumers are seeking the ability to choose how they receive information from us, whether through email, text, push notifications, or in-app messaging.
- Personalization: There’s a strong desire for personalized communication that is relevant to their health journey.
- Data Security: Members expect their data to be secure and protected from cyber threats.
To meet these expectations, we’re investing in robust digital tools that enhance user experience. This includes implementing multi-factor authentication to ensure data security and providing timely, personalized health prompts. By streamlining access to information and care, we can improve health outcomes and quality of life for our members.
As healthcare continues to evolve, it’s clear that digital solutions will play a critical role in shaping the future of patient care. By listening to consumer needs and adapting our services accordingly, we can create a more efficient, user-friendly healthcare experience.
