Deliver a Great Patient Experience Across Generations

When it comes to caring for patients across different generations, you’ll run into all kinds of misconceptions. From older adults being out of touch with technology to younger patients being the only ones who appreciate digital healthcare tools, myths run rampant in the industry. However, studies paint a much different picture. Across generations, patients appreciate technology and its ability to streamline and personalize the experience.

In this article, we’ll dispel more myths about healthcare and technology expectations across generations and explore how you can enhance the digital patient experience for your facility. 

Understanding the Generational Divide in Healthcare

We see distinct trends in healthcare and technology usage across different age groups. However, when it comes to digital healthcare tools, all generations enjoy the flexibility and tailored experience they provide. 

Here’s a closer look at the generation trends in healthcare.

Baby Boomers 

Baby boomers include adults born between between 1946 and 1964. Contrary to popular belief, older adults are not averse to technology, and many even embrace it. Around 65% of older adults 65 and older own a smartphone, and 75% report using the internet. They’re increasingly using healthcare technology to schedule telehealth appointments, maintain communication with their provider and reduce the barriers to care. 

Baby Boomers tend to be very brand-faithful and will return to a practice if it provides quality care and coverage. They rely on healthcare for existing and developing conditions and value practices they can recognize and trust.

Generation X

Gen X comprises adults born between 1965 and 1980. This generation tends to make healthcare decisions like they make retail decisions — by relying on various sources of information to assess and determine which is best. 

Members of Gen X make frequent trips to the doctor, often visiting for themselves and others, including their children and aging parents. Research shows this generation prefers to go online to make appointments, consult with providers, refill prescriptions and access test results. They are comfortable with technology and want it to play a role in their healthcare experience. 

Millennials

Millennials include those born between 1981 and 1996. These adults appreciate digital healthcare tools that add convenience to their fast-paced lifestyles. They want more options for accessing medical records and scheduling appointments online. They also enjoy being able to chat with medical professionals virtually when they are too busy for in-person visits.

Millennials also make decisions based on emotions. One study found that a single negative experience can cause them to switch providers. 

Gen Z

Gen Z-ers are those born between the late 1990s and early 2000s, with some sources giving the exact years between 1997 and 2010. Those born after 2010 are known as “Gen Alpha.” This age group’s oldest members are recently independent and entering the workforce. Considered “digital natives,” Gen Z-ers want many digital healthcare tools, including telemedicine, online payments and scheduling, and easy access to health data.

Generation Z patients are less likely to have a primary care doctor due to cost, inconvenience of in-person appointments and lack of time. Having digital options adds more convenience to their lives and makes healthcare more accessible. 

Strategies for Enhancing the Patient Experience Across Generations

Across generations, one type of technology is favored among all ages — digital healthcare tools. While the younger generations appreciate technology for its ease and accessibility, a 2023 study found a clear trend of older adults favoring telehealth for routine care and ongoing mental health visits, with satisfaction higher for mobile apps. 

Here are ways to leverage technology to improve the digital patient experience and make care more accessible for all.

1. Promote Patient Education and Empowerment 

All generations value the ability to care for their health. Offering more education can enhance the patient journey and empower people to do so. Various technologies can aid in this process, including:

• Mobile health apps.
• Wearable devices.
• Telehealth.
• Telemedicine.
• Electronic health records (EHR).

Technology improves care delivery by eliminating the traditional constraints of time, distance and location. For example, your organization might share educational articles or healthcare reminders through mobile apps.

You can time your messages precisely depending on the user’s preference, with studies showing educational reminders can be beneficial for diabetes, heart disease, weight loss, smoking cessation and medication adherence. 

2. Offer Flexible Payment Options

Financial engagement is crucial in healthcare. Convenient and flexible payment options make the healthcare journey more accessible for everyone. A digital healthcare payment portal can enhance the patient experience and make it more likely you get paid on time. Features include: 

• Mobile pay: With online and mobile payments, patients can review and select the best options 24/7. More convenience means faster and full payments, resulting in better cash flow for your organization. 
• QR codes and texts: Providing QR codes on patient statements allows patients to scan and pay outstanding balances quickly. At the same time, text-to-pay options enable patients to receive links through their phones that transfer them directly to their payment portal.
• Chat pay: Online healthcare payments are favored among all generations, allowing patients to submit payments on a practice’s website or online chat when inquiring about a bill. 
• Payment plans: Offering flexible payment options allows patients to pay when possible, balancing your needs with patients’ needs. 

3. Leverage Patient Portals

People of all ages can agree — self-service options make healthcare more manageable. By leveraging patient portals, you put patient intake and payments in the patients’ hands. Patient portals allow the following:

• Digital check-in
• Access to health records
• Prescription request and refill
• Contact with healthcare providers
• Access to medical content
• Online payments and billing

With the above features, your patients will feel empowered to make their own healthcare decisions. This includes education about their insurance, financial responsibility and access to health records.

4. Personalize Communication and Engagement

Patients of all ages can appreciate personalized communication and engagement in their healthcare journey. You can tailor communication based on each patient’s preferences by leveraging digital engagement tools like patient portals and secure messaging platforms. 

Patients over age 65 are at higher risk for complex health problems that require routine monitoring, though many avoid seeking care. The reason? In most cases, older adults feel uncomfortable talking about their health concerns with providers. 

Technology can help providers have more conversations with older and younger patients by proactively addressing health concerns and risks. Digital screening tools, for example, allow patients to answer sensitive health questions when they feel most comfortable. The results are better health outcomes and better communication between patients and providers. 

Enhance the Digital Patient Experience With Millennia 

All generations appreciate a personalized care experience with their providers — regardless of how it is delivered to them. At Millennia, we provide flexible technology solutions to enhance the patient journey. Our digital healthcare tools can help you improve the patient experience and generate more patient revenue for your organization. 

The Millennia Patient Payment Solution streamlines the nonclinical side of patient care from start to finish. With a more unified, integrated backend, you can collect more patient revenue and promote better overall patient satisfaction.

Request a consultation today to learn how Millennia’s solution can create a more personalized patient experience.