Bandwidth Study: Nearly Half of Patients Would Switch Doctors If They Can't Communicate by Text Message

Rhea-AI Summary

Bandwidth Inc. (NASDAQ: BAND) released a survey revealing changing patient communication preferences in healthcare. Conducted among 1,500 Americans, findings indicate that 41% of patients would switch doctors if text communication was unavailable. Over 81% reported heightened expectations for healthcare communication since COVID-19. The importance of digital channels like text messaging is emphasized, alongside the necessity for traditional phone calls. The survey also highlights that income influences preferences: lower-income respondents prefer text and phone calls, while higher-income individuals are more willing to use apps. Bandwidth aims to assist healthcare providers in adapting to these expectations through its robust communication solutions.

Positive

• 41% of patients would switch doctors if unable to communicate via text, highlighting a significant market demand for text messaging solutions.
• Over 81% of respondents report increased expectations for communication since COVID-19, indicating a growing market opportunity for Bandwidth's services.
• Bandwidth provides APIs that enable HIPAA-compliant text messaging, addressing rising patient communication expectations.

Negative

• None.

Shows importance of digital-first communications in providing access to care amid rising patient expectations 

RALEIGH, N.C., April 18, 2023 /PRNewswire/ -- Bandwidth Inc. (NASDAQ: BAND), a leading global enterprise cloud communications company, today announced a new report based on a survey of 1500 Americans' preferences in communicating with their healthcare provider. Among the key findings: nearly half of patients (41 percent) would switch doctors if they couldn't reach their office by text message. And over 81 percent of respondents reported that their expectations for communicating with their healthcare provider have changed since COVID-19 began.

"Text messaging has emerged as a critical communications channel in a post-pandemic world, with many people not having the ability or the privacy to phone their doctor while at work. This shows how important it is for doctors to meet patients where they are, in the communications channels that are most convenient and effective," said Brad Roldan, Vice President and General Manager of Programmable Services at Bandwidth. "That's why Bandwidth is so committed to empowering healthcare providers to adapt to rising patient expectations and deliver secure, protected health information by text message and other channels."

The "digital front door" should be a top strategic focus for healthcare providers in 2023, according to the research firm Gartner^(R)1. Effective digital engagement with patients enables doctors to more effectively reach patients in popular channels like text messaging. Bandwidth works with a number of patient engagement platforms that healthcare organizations use to personalize communications and improve patient retention, reduce office operating costs and boost staff effectiveness, while improving overall health outcomes. By providing powerful APIs, including HIPAA-eligible text messaging and voice, plus toll free and in-app calling, Bandwidth helps healthcare organizations meet rising patient expectations in a post-pandemic world. 

Other findings from the survey included:

Phone calls are still important.

• Although text messaging is emerging as a popular channel, it shouldn't entirely replace the traditional voice call. In many scenarios, phone call and text messaging held the No. 1 and No. 2 most popular spots, respectively, for respondents.
• However, in certain cases, this pattern changed. In the case of modifying appointments, a phone call was the number one choice.

Income plays a key role in patient preferences.

• There was a significant correlation between income and preferences. Respondents in the lower half of overall reported income ($75,000 and under) most frequently named text messages and phone calls as their top two preferred channels. However, respondents in the higher half of overall reported income ($100,000 and over) were more adaptive to new channels like apps.
• This could potentially speak to an accessibility concern, which is an important consideration for providers and the populations they serve.

Read the full report here.

¹ Gartner, "Predicts 2023: Changing How Healthcare Provider Services and Operations Are Delivered," Barry Runyon, Sharon Hakkennes, Gregg Pessin, 5 December 2022.

About Bandwidth Inc.
Bandwidth (NASDAQ: BAND) is a global cloud communications software company that helps enterprises deliver exceptional experiences through voice calling, text messaging and emergency services. Our solutions and our Communications Cloud, covering 60+ countries and over 90 percent of global GDP, are trusted by all the leaders in unified communications and cloud contact centers–including Amazon Web Services (AWS), Cisco, Google, Microsoft, RingCentral, Zoom, Genesys and Five9–as well as Global 2000 enterprises and SaaS builders like Docusign, Uber and Yosi Health. As a founder of the cloud communications revolution, we are the first and only global Communications Platform-as-a-Service (CPaaS) to offer a unique combination of composable APIs, owner-operated network and broad regulatory experience. Our award-winning support teams help businesses around the world solve complex communications challenges to reach anyone, anywhere. For more information, visit bandwidth.com.

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SOURCE Bandwidth Inc.

FAQ

What is the main finding of the Bandwidth study about patient communication preferences?

The study found that 41% of patients would switch doctors if they couldn't communicate by text message.

How has COVID-19 impacted patient expectations regarding communication?

Over 81% of respondents stated their expectations for communicating with healthcare providers have changed since COVID-19.

What role does income play in patient communication preferences according to the study?

The survey revealed that lower-income respondents prefer text and phone calls, while higher-income individuals are more open to using apps.

What services does Bandwidth offer to healthcare providers?

Bandwidth offers HIPAA-eligible text messaging, voice solutions, and APIs to help healthcare organizations improve patient communication.

When was the Bandwidth study released?

The Bandwidth study was released on April 18, 2023.