Patients Demand an Improved Digital Experience—Here’s Where Your Practice Is Falling Short

The following is a guest article by Randy Boldyga, Founder and CEO at RXNT

Patients’ expectations for convenience and efficiency are on a continuous climb in our digital age, and providers are feeling the pressure. Doctors’ offices are operating without the necessary technology to keep up with demands, and outdated technology and inconvenience can drive patients away in favor of more digitally advanced practices. In fact, 41% of patients would switch doctors if they couldn’t communicate with the office via text message.

The figures speak for themselves. This survey revealed that more than half of U.S. consumers, specifically 53%, feel that incorporating more technology into healthcare would greatly enhance their experience as patients. Let that data sink in—a majority of patients seeking your services are searching for improved communication, greater convenience, and more advanced technology from your business.

If your medical practice is lacking in these areas, you’re missing a substantial opportunity to build loyalty and trust within your patient base. Here’s how you can course-correct and meet these digital demands.

Modernize Your Tech Stack

Your organization’s technology isn’t just about making things easier for your staff (though that’s a nice perk). It’s about creating a better experience for your patients, too.

A well-rounded tech stack should address everything from patient scheduling and billing to communication and record management. If your current system still involves excessive paperwork, manual appointment reminders, or long wait times at the front desk, you’re overdue for an upgrade.

Consider adding integrated, interoperable software that streamlines these processes. Tools that offer online scheduling, automated reminders, and digital patient forms not only improve efficiency but also send a clear message to patients: “We value your time and convenience.”

Patients don’t just compare you to other doctors’ offices—they compare you to every business they interact with. From the ease of booking a restaurant reservation to managing a bank account online, the bar for convenience is set high. If your practice can’t meet that standard, patients will find one that can.

Send a Text Message

Communication is often where practices fall short, and the data backs this up. Over half (52%) of U.S. consumers surveyed who aren’t satisfied with the current healthcare they receive say they are not satisfied because of poor communication with healthcare providers. That’s one in two patients feeling disconnected from their providers.

The solution? Secure text messaging.

Patients are busy. They don’t always have time to answer a phone call or check their email. On the other hand, a text message is something nearly everyone checks regularly.

Text messaging is handy for sending reminders about appointments, checking in, or just sharing quick notes like, “Make sure to bring your insurance card.” It’s practical for your team and easy for your patients.

Beyond reminders, secure texts can also be used to keep patients informed about treatment plans or payment options. For example, sending a quick message to confirm an appointment or notify patients when their next cleaning is due builds a sense of connection and attentiveness.

This small, cost-effective step can drastically reduce missed appointments and improve overall patient satisfaction.

Launch a Mobile App

If you really want your practice to be noticed, consider allocating resources toward a mobile app. Over 55% of consumers in the U.S. express a preference for using an app to handle healthcare appointments, prescriptions, and medical records.

A thoughtfully crafted app allows patients to take charge of their experience. They can set up appointments, handle payments, view their medical records, get reminders, and chat directly with doctors and staff—all from one spot on their phone.

But this goes beyond mere convenience; a quality patient portal tool can really help build a sense of loyalty. When folks take charge of their own health, they’re more likely to stick around with your practice for the long haul. Additionally, apps can provide handy features such as reminders for upcoming cleanings or special offers, which ensure your practice stays fresh in their memory.

And while launching an app might sound like a heavy lift, many platforms make it easier than you’d think. The key is to focus on simplicity and functionality. A clunky, overcomplicated app won’t win any points, but one that works seamlessly will set your practice apart.

The Key to Meeting Patient Expectations

These days, patients prefer a smooth, hassle-free clinic experience over a patient journey that feels cumbersome and complicated, even if they have a capable doctor. More than ever, patients are looking for ways to manage appointments, prescriptions, information, and more without hassle, and a digital experience can be just the ticket. If your practice isn’t offering these options, you might find yourself losing patients to others who are.

After a long career in healthcare spanning over 25 years, it’s become abundantly clear that embracing technology is no longer just an option for providers. It’s a must, and technology has become the bedrock of those who genuinely care for their patients. 

The good news is that these changes don’t have to happen overnight. Start small with tools like text reminders or online scheduling, and build from there. With each step forward, you’ll not only meet patient expectations but also create a practice that’s ready to thrive in the digital age.

Patients are demanding better digital experiences—it’s our duty to deliver.

About Randy Boldyga

Randy Boldyga founded RXNT in 1999, pioneering e-prescribing in the U.S. He worked with stakeholders to set industry standards, now integral to the electronic medication process. His experience includes IT leadership roles and consulting for government agencies.