Why First Impressions Matter

Consider first the simple notion that people want—and need—easy access to their doctors, especially when they are ill. Consider too the impact of a changing role for patients today. With the rise of consumerism and the shifting of the cost burden in healthcare, patients are increasingly making more informed decisions about their providers. Case in point: It takes almost three minutes longer, on average, to schedule an appointment with a healthcare provider (8.1 minutes) than it does to schedule an appointment with your cable provider (5.4 minutes).
To better understand provider scheduling, Accenture made more than 1,000 phone calls to schedule appointments across various specialties in 28 hospital systems in five US metropolitan areas. Read more about the research and what it revealed.