Consumer Insights

Patient Access Preferences Report: The Pandemic’s Lasting Impact

The COVID-19 pandemic forced healthcare organizations to shift priorities, adapt their patient access strategies, and reimagine the future of healthcare delivery. It has also caused consumer preferences and expectations for accessing care to change. To understand the pandemic's lasting impact on decision-making and patient loyalty, Kyruus surveyed 1,000 people about everything from virtual care and vaccine access to preferences for accessing future care.

Insights from the survey include:

  • More than half of respondents delayed some type of care (e.g., routine, specialty, mental health, or surgical care) during the pandemic
  • Over 60% say virtual care access will play a role in where they seek care in the future
  • Nearly 60% would prefer to book a COVID-19 vaccine appointment online, mirroring broader scheduling trends
  • 48% cited insurance accepted as a top factor in where they’ll get care in the future, followed by timely access (37%); less than 25% cited loyalty

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