New Survey by Sequence Uncovers Functional Breakdowns, Tech Gaps and Peripheral Stress in Doctor Visits

Agency demonstrates prototype for more personalized patient experience;
replacing the waiting room with the living room

According to a new survey from Sequence, unveiled today at the Health Experience Refactored Conference, the average doctor’s appointment experience – from self-diagnosis to follow up – fails to meet today’s consumer standards for convenience, information and speed. The survey looked at the end-to-end journey to the doctor and found that 63 percent reported the time spent waiting in the lobby of the doctor’s office was their biggest stressor. On average, 85 percent of patients wait between 10 and 30 minutes to see their health care provider, according to the survey. At the conference, representatives from Sequence also demonstrated a prototype service offering called “On Call” that was conceived to reduce the amount of stress associated with the basic doctor appointment and deliver a more consumer-grade experience.

The new survey report, “No Room For Waiting”, was released today by Sequence, a San Francisco-based independent agency that designs and develops connected experiences for the world’s best-known and most innovative brands, including Medtronic, Apple, WebMD and Chevron.

Through the survey of more than 2,000 consumers, Sequence explored patient behavior and expectations related to one basic experience within the health care system: the doctor’s appointment. In addition to identifying points of stress for patients, the survey uncovered a need for more technology-driven consumer experiences. Eighty-eight percent of doctor’s appointments are still scheduled by phone, subject to wait times and potential back-and-forth – a stark contrast to the common consumer approach to booking restaurant reservations, hotel rooms and flights online.

“Patients are consumers and their health care experience needs to catch up and match the world of on-demand, personalized experiences available today,” said Jojo Roy, chief executive officer of Sequence. “On average, consumer health care expenditures are four times what is spent on everyday products and services like smartphones. So why are consumers tolerating a sub-par experience when it comes to the most important thing in their lives – their health?

“While digital health development continues to gain momentum, the insights from this survey demonstrate that more progress and broader adoption is needed across the industry,” Roy added. “Patients will benefit with reduced stress and healthy outcomes, while providers can effectively differentiate themselves in a competitive market.”

Key findings in the report include:

● 61% would prefer a text alert to notify them the doctor is running late

● 55% wish they had access to estimated wait times from a screen in the waiting room

● 70% of people say they spend time researching their condition online before contacting their health care provider, yet 54% do not write down symptoms or prescription drug regimen before going to their doctor’s appointment

● Less than half (44%) say they are clear about how much they had to pay upon leaving the doctor’s office

● 33% document their symptoms and health information via an online portal before going to the doctor’s appointment

● 33% of millennials would prefer to use a mobile pay solution to quickly determine out of pocket costs


For more information on the survey findings of “No Room for Waiting” download the full report here or visit Sequence at the Health Experience Refactored Conference, April 4-5 to pick up a copy of the survey findings and discuss possible solutions.