Millennials, the generation that comprises 25 percent of the total U.S. population, check their phones on average 69 times every day. These digital natives use technology differently than older generations. They prefer to shop online, schedule appointments online, and read online reviews of everything from movies to healthcare providers. Nearly 50 percent of millennials and Gen X-ers read online reviews when searching for a healthcare provider, compared to 28 percent of seniors and 40 percent of baby boomers.
The first thing millennials, or Generation Y, do when they have a question about anything, including their own health, is grab their phone. Whether that means querying Google, emailing a friend, or checking their online groups for information, the desired outcome is the same: Millennials want reliable information without compromising convenience.
They want healthcare to be more convenient and do not want to miss work for a medical appointment. Instead, they would rather go to urgent care to get the services they need because it is quicker and easier to be seen—even if there’s a queue. Statistically speaking, millennials are likely at the peak of their health and don’t need frequent appointments to manage several chronic conditions or medications.
The Health Industry Distributors Association surveyed 1,000 patients, and the results highlighted millennials’ desire for convenience, speed of service, and cost effectiveness. Here are some of the findings:
- Millennials are more than twice as likely as older generations to search healthcare providers on third-party review sites like Yelp and Angie’s List.
- Almost 43 percent visited an urgent care in the past year, and nearly 23 percent visited a retail health clinic.
- 33 percent said they waited too long to receive care.
- 41 percent postponed seeking healthcare because they said it was expensive.
- 60 percent said cost was a significant factor when evaluating a provider.
- 32 percent said they would switch providers if they were dissatisfied.
Technology plays an integral role in helping millennials manage their well-being, from wearable devices to calorie-tracking apps to patient portals to online communities. Millennials are educated customers who respect their providers’ education and skill sets, but they do not view physicians as the only health resource. So, in order to stay ahead of the game, healthcare providers must understand how their millennial patients gather and consume healthcare information. Here is some insight into what they expect from their providers:
Affordability determines care. Strapped with all kinds of loans, cost is the biggest factor most millennials consider when making critical decisions, including their own healthcare. Unlike older generations, millennials pick insurance plans based on price. In addition, almost 46 percent of millennials are willing to go out of network just to save money. According to a survey, nearly 54 percent of millennials are willing to delay healthcare because of cost. Delaying healthcare can have long-term implications because serious health problems may not be identified until later, when treatment options are more expensive and less effective.
Technology enhances care. Emails, texts, and push notifications through apps are preferred methods of communication to phone calls and mailed appointment reminders. When looking to establish lasting relationships with millennials, it is best to consider the technological trends and use familiar platforms. Most millennials would prefer providers use an app for scheduling appointments for a more efficient experience and recommend preventive care apps to help simplify their life. Millennials want to choose their healthcare provider or facility by comparing prices and reading reviews, which are increasingly important with the rise of high-deductible health plans.