Prescribed Communication: 2022 Healthcare Consumer Communication Report

Method

In August 2022, First Orion surveyed more than 2,000 U.S. mobile phone subscribers about their communication preferences with their healthcare providers.

Survey respondents were split nearly even between males and females, with less than 1% preferring to self-describe. Respondents varied across all age groups from 18-67+, with a majority from the Millennial generation (26-41).

Key Findings

The survey findings illustrate consumer preferences regarding communication with their healthcare providers.

It also recognizes that clients continue to face the issue of scam callers posing as their healthcare providers. This has led to increased customer financial loss, decreased trust in phone calls, and increased frustration from customers who view unknown phone calls as a negative characteristic.

• 93% of people want a phone call from their healthcare provider, especially when it involves urgent matters.
• 94% say they would be more likely to answer a call from their healthcare provider if the call was clearly identified.
• Nearly 80% would consider rating their healthcare provider poorly for making unidentified calls.

When Do Clients Want a Phone Call?

Healthcare providers manage sensitive and personal client information, hence the need for doctor-patient confidentiality. As a result, clients trust that their healthcare provider will protect their information – including test results, patient-identifiable healthcare information, or financial information. Although sensitive information can be communicated in other ways – such as online portals – most respondents prefer to get a phone call from a medical center or healthcare professional.

More than 9 in 10 people said they want a call from their doctor, pharmacy, or other healthcare providers, especially when it involves an urgent matter, such as test results and billing issues.

In comparison, only 7% of respondents said they DID NOT want a phone call from their healthcare provider for any reason.

Top 5 Reasons Clients Want a Call

1. Test Results
2. Appointment Reminders
3. Medical Referrals
4. Appointment Scheduling
5. Pharmacy Notifications

Lose My Number

If you work in the healthcare industry, you’ve probably noticed that many of your outbound calls get declined by clients or go straight to voicemail. And missed calls mean missed opportunities to reach your clients about appointment reminders, billing issues, or time-sensitive test results. If people say they prefer phone calls, then why aren’t they answering? The simple answer: they don’t know who’s calling.

More than 3 in 4 people (76%) say that they’ve ignored or declined a call from a healthcare provider because they didn’t know it was them calling.

A similar percentage (74%) believe they’ve received a healthcare-related scam call, and more than half (52%) say they received more scam calls this year compared to a year ago. This is a major factor in why people won’t answer calls they don’t recognize.

Your Branded Call Makes a Lasting Impression

Scammers use every trick in the book to steal personal information from your clients – this includes phone calls from bad actors.

52% of people say they’ve received a scam call where the scammer requested insurance information to illegally obtain their personal data. This is the #1 reported tactic used by scammers according to survey respondents.

Other popular responses include:

• Scam callers requesting insurance info to illegally obtain personal data
• Asking about past medical experiences
• Requesting payment information to resolve a billing issue
• Requesting pre-payment for future medical treatment/ services/devices