Nuance Survey Reveals Patients Value Technology, but not at the Expense of Time and Engagement with Physicians
March 30 2015 - 8:00AM
Business Wire
Data from 3,000 respondents across U.S., UK and
Germany reveals high expectations for patient-physician relations
when it comes to quality medical care
The healthcare industry has made great strides in finding new
technologies to help patients stay engaged in their health and
interact with clinicians. A 3,000-person survey conducted by Nuance
Communications, Inc. (NASDAQ: NUAN) across the U.S., UK and Germany
found that while 97% of patients are comfortable with technology in
healthcare, the physician-patient relationship plays a primary role
in the overall patient experience and keeping people satisfied and
invested in their health.
Nuance’s survey, “Healthcare from the Patient Perspective,”
revealed the importance of physicians establishing a personal
connection with patients through eye contact, a handshake, 1:1
conversation and privacy in the exam room. Technology is seen as an
enhancement, and should play a supporting role.
Differing Opinions on Technology in the Hands of
Physicians
According to a 2013 RAND Corporation study, physicians believe
technology challenges are to blame for most of their frustrations,
with 43 percent feeling electronic health records (EHRs) slow them
down and 36 percent reporting EHRs interfere with face-to-face
care. However, in Nuance’s study, virtually all patients report
they are comfortable with their physician using technology during a
consultation and 58 percent believe this technology positively
impacts their overall experience especially when used
collaboratively to educate or explain.
“Physicians just don’t spend enough time with their patients nor
do they look at their patients anymore. I hear that complaint from
patients on a regular basis,” says Mark Michelman, MD, MBA, vice
president of medical affairs, BayCare Health System, Clearwater,
Florida. "The electronic medical record and mandated regulatory
documentation are requiring the physicians to spend much more time
on the computer and allowing them less time to spend with their
patients. This has a very negative effect on the patients who want
the physician to spend more time with them and actually have eye
contact with them, not with the computer.”
At the heart of the visit, patients agree on the top things
physicians cannot ignore when it comes to quality medical care:
- 73 percent say “time for
discussion;”
- 66 percent say “verbal communication of
specific recommendations;”
- The third-most important factor varies
by region
- Patients in Germany choose privacy in
the exam room, while patients in the U.S. and UK value eye contact
with physicians.
The Cost of Scribes
Using medical scribes to alleviate the time and documentation
challenges of entering data in EHRs may come at a cost. In this
survey, 95 percent of patients report they are completely honest
with their physician today, but concerns over privacy topped the
charts. Solutions that preserve the physician-patient relationship
and enable providers to increase productivity while keeping their
focus and eyes on the patient are likely to support a better
patient experience.
“Patient engagement is more than just the buzzword of the moment
– it’s a key to unlocking a healthier population and fixing some of
the widening cracks of the healthcare system,” said Dr. Nick van
Terheyden, CMIO, Nuance. “As this survey shows, the relationship
between physicians and their patients is paramount in truly
achieving engagement with patients in ways that matter most to
them.”
Physician-Patient Engagement
According to this survey, more than a third of patients spend
less than 10 minutes with their physician during an average visit.
This leaves both patients and physicians tight on time – with 40
percent of patients feeling rushed during appointments.
To help counter the limited time with their physicians, patients
are seeking information and embracing technology outside of the
doctor’s office to come to appointments prepared. Approximately 80
percent of patients feel engaged in their own health, while:
- 68 percent of patients bring a list of
questions to each doctor’s consult;
- 39 percent have checked WebMD or
another online source in advance; and
- 20 percent bring personal health data
from outside monitors.
*This question was a multi-selection response
This survey demonstrates patients are comfortable with the
growing role health IT is playing in their care experience when it
is in a supporting role. Nuance commissioned the “Healthcare from
the Patient Perspective” survey to ensure that physicians,
providers and healthcare technology developers understand the
patients’ perspective on physicians’ use of health IT when balanced
with the Art of Medicine.
For more information, stop by the Nuance booth #1831 at HIMSS15
Annual Conference & Exhibition, and visit Nuance’s Art of
Medicine web page to download the “Healthcare from the Patient
Perspective” eGuide and read related blogs, including Dr. John
Halamka’s “Care Traffic Control,” which shares his insights on the
survey findings from a CIO’s perspective.
About Nuance Communications, Inc.
Nuance Communications, Inc. (NASDAQ: NUAN) is a leading provider
of voice and language solutions for businesses and consumers around
the world. Its technologies, applications and services make the
user experience more compelling by transforming the way people
interact with devices and systems. Every day, millions of users and
thousands of businesses experience Nuance’s proven applications.
For more information, please visit: www.nuance.com. Connect with
Nuance on social media through the healthcare blog, What’s next, as
well as Twitter and Facebook.
Nuance and the Nuance logo are trademarks or registered
trademarks of Nuance Communications, Inc. or its affiliates in the
United States and/or other countries. All other company names or
product names may be the trademarks of their respective owners.
The statements in this press release relating to future plans,
events or services, are forward-looking statements which are
subject to specific risks and uncertainties. There are a number of
factors which could cause actual events or results to differ
materially from those indicated in such forward looking statements,
including fluctuations in demand for the Nuance products, and the
continued development of Nuance products. The reader is warned not
to rely on these forward-looking statements without reservation,
since these are simply reflections of the current situation. Nuance
disclaims any obligation to update any forward-looking statements
as a result of developments occurring after the date of this
document.
Nuance Communications, Inc.Media Relations:Ann Joyal,
781-565-4155ann.joyal@nuance.com
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