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Patients Want AI for Personalization and Better Access to Healthcare, Says Salesforce

A study by Salesforce suggests that people, especially the millennials and Generation X prefer increased use of technology for better access to Healthcare and Personalized services.

Appointment scheduling, health reminders, personalized recommendations, and cost-saving recommendations were the major factors that make Artificial Intelligence lucrative for them. According to the Connected Health Care Report, around 60 percent of consumers don’t think that the communications received from Healthcare institutions are relevant to them. As of now, around 58 percent were unsure about medications, practitioners, procedures or insurer covers.

Recommendations and Reminders Gain Importance

Around 42 percent of people say that life circumstances like work-related commitments have caused them to miss an appointment with a provider. Among the consumers, around 84 people think that health reminders are better handled by AI. Of them, 86 percent think AI has a creative role to play in appointment scheduling. Around 81 percent people think that AI is best suited for cost-saving recommendations.

Patient Want AI for Better Access and Personalization in Healthcare

How Patients Want to Communicate

The younger generation wants their communication needs to be more personalized. For instance, around 63 percent Millenials expect Healthcare-related communications through live chat or instant messaging. Around 42 percent millennials want video chat with Healthcare professionals.

Similar were the expectations of 41 percent Generation X. Around 62 percent millennials would prefer to be part of online patient communities. Startups like One Medical and JustAnswer are among those who meet the unmet consumer need through real-time features like live chat and 24/7 video visits.

Patient Want AI for Better Access and Personalization in Healthcare

D2C Healthcare and Technology

Half of the consumers responded that they buy at least a product directly from some specific Healthcare brand. In this kind of Direct to Customer (D2C) transactions, the businesses involved are Pharmaceutical companies or Medical Device sellers. Their clients are internet savvy people who seek better care based on online research.

Around 47 percent of the respondents have at least once asked their provider about a medication based on their online research. Of this around 43 percent are millennials and 53 percent are Gen Zers.

Salesforce says that adoption of technologies is slow among traditional Healthcare and Life Sciences organizations. Real-time features like live chat and 24/7 video visits could help patients in getting better care and services they expected. Around 6,000 global healthcare consumers participated in the report compiled by Salesforce.

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