The State of Patient Access: 2021

Insights and trends from providers and patients

We believe a better patient access experience means a stronger revenue cycle. Experian Health’s 2021 patient access survey – with responses from providers and patients – looks at several issues related to that experience. The results can help guide providers’ efforts to emerge stronger from a year like no other. 

Some examples: 

  • 52 percent of patients said the final cost of their care was significantly different than the estimate they received.
  • Nearly 90 percent of 45- to 54-year-olds want to schedule their own appointments, 24/7, from their mobile devices.
  • 90 percent of providers say improving the patient experience is a “top priority.”
  • Providers are “extremely” or “very” concerned about collecting payments from patients (50%) and payers (44%)

To access more insights and trends, download the entire white paper, “The State of Patient Access: 2021.”

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Hear from our experts on the 2021 survey results

Dan Wiens, Product Director at Experian Health, discusses the consumer survey results focused on patient estimates. 

Jason Kressel, SVP and GM Consumer Products and Analytics at Experian Health, discusses survey results related to consumers wanting to control appointment scheduling. 

Victoria Dames, Senior Director Product Management at Experian Health, discusses patient concerns around the security of their personal information online.