Point-of-Care Perspectives from PatientPoint

Deliver a better patient and consumer experience

by PatientPoint

A patient viewing a dermatology message on a waiting room device.

On average, dermatology patients wait 20 minutes in the waiting room and exam room without a provider present.1 That is 20 minutes where they are actively thinking about their skincare needs.  

With strategic use of these spaces and the right technology, you can enhance the patient and consumer experience, improve awareness of your services, encourage proactive health behaviors and drive practice revenue.  

Here are a few tips on how you can address patient and consumer expectations to drive practice growth. 

Address patient concerns through education 

In a survey we conducted with OnePoll, we found that 48% of patients feel anxious before the doctor’s appointment,² and a major reason for this is that they don’t have enough information or education to prepare them for the visit.  

Patient behavior—how they act and what they do—revolves around how their symptoms or condition impacts their daily lives physically, emotionally and socioeconomically. Patients want to know that their symptoms or condition can be treated and that their daily lives will get better. They want to know how to talk to their doctor, how to describe what’s happening and what questions to ask. 

You can provide this information and improve their trust in your organization in the waiting room and exam rooms. In our 2023 Patient Confidence Index, 55% of respondents said they would feel more empowered to talk with their healthcare provider about their symptoms and condition if their provider gave health education during the visit.2  

Waiting room TVs and exam room devices serve as dynamic, highly customizable channels to get education to every patient who visits your office. While print options are still valuable, the ability to quickly update content digitally on a TV can help you share seasonal and trending skincare tips as well as add information about support groups and wellness messaging.   

During the era of social media and short videos that encourage quick scrolling, it’s a must to offer education in the form of accessible, actionable video content. On-screen information should answer the questions patients have— “What is this condition, and what can I do about it?” They want to know how your practice can help them.  

The key is to use clear language and engaging visuals that cater to all health literacy levels. This empowers patients with knowledge about their health and treatment options, making them more proactive in their care and more confident going into their appointment so they’ll ask questions and follow their prescribed treatment. 

When choosing an engagement device, you’ll also want to make sure its education is verifiable and trustworthy, coming from sources you and your patients trust like this 2024 Hermes Creative Awards winner, “Tips for Managing Eczema at Night.”  

"Bedtime can be stressful when you have eczema" on a waiting room device

Address consumer concerns and questions 

Consumer behavior is not driven by the same factors as patient behavior. Consumers are driven by the gap between their current state and their desired state. For example, “My skin is dull in the winter, and I want it to look healthy and glowing.”  

There are steps a consumer takes to close that gap. After identifying the problem, they start searching for solutions. And once they’ve narrowed down the types of solutions, they start evaluating them based on what they find valuable. This evaluation process all comes down to their consumer expectations, which is basically asking the question, “Is this worth it to me?” Consumers want to know that it’s worth their time, effort and money. 

In dermatology especially, competition is fierce because you’re not only competing with other medical practices in your area, but you’re also competing with spas, box retailers and many other consumer outlets. Consumers expect your physical location to be like a wellness retreat or spa, and they expect your practice to give them additional consumer benefits—easy online scheduling, appointment availability, monthly specials and deals on skincare products or treatments. They’ll base the quality of their experience on how you helped meet both their patient needs and their consumer expectations.  

Digital screens in the waiting room and exam room extend your marketing campaigns into high-impact channels. Every person in your waiting room and exam room will see your marketing messages—whether it’s this month’s specials, skin cancer screening reminders or successful before-and-after photos. You have a highly engaged audience, and remember, they’re waiting 20 minutes on average.1 Unlike other channels, you know exactly what they’re going to do after seeing your message; they’re going to talk to their doctor. No other channel gets you closer to the doctor-patient conversation than waiting room and exam room screens. 

And we know they’re effective for our provider practices. Advanced Dermatology and Cosmetic Surgery saw up to a 30% increase in consultation requests in locations using PatientPoint digital screens.³  

Delivering an exceptional experience that meets both the consumer and patient needs is a challenge, but with the right tools and right information delivered at the right time, you can motivate people to act, leading to better outcomes all around.  

Discover how your practice can partner with PatientPoint to achieve your goals by requesting a quick demo. 

1“During your most recent visit to your healthcare provider about how many minutes did you spend…?” 2023-2024 Nationwide Web Surveys of 9,344 respondents who visited physician offices installed with the PatientPoint Treatment Guides, Waiting Room Devices, & Exam Room Devices. Data as of 3/31/2024. 

2Unless otherwise stated, all information was received from a OnePoll study conducted on PatientPoint’s behalf from Aug. 2nd to Aug. 11th, 2023, with 2,000 nationally representative Americans.  

3Advanced Dermatology case study. 

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