Weave study: Healthcare businesses not ready for surge of in-office visits

Weave, a Lehi-based customer communications platform for small business, has release new research illustrating how COVID-19 has changed business practices, technology needs and patient expectations in an emerging economy.  The “2021 Healthcare Business Insights Report” found that many healthcare offices are not fully equipped with the right tools, staff and technology to deliver great patient experiences as many patients return to in-office visits.

Weave commissioned an independent study of over 1,400 small healthcare businesses and patients to learn how clinics are readjusting as practices react to COVID-19 and patients begin to return in larger numbers.

While patients are showing signs of comfortability with returning to in-person visits, small healthcare businesses are grappling with the issue of not confidently being prepared to handle the influx. Compared to six months ago, clinics are reportedly experiencing “pent-up demand” for healthcare services, but 66 percent of clinics surveyed don’t have the right office technology to handle this new demand.

“Local dentists, doctors, veterinarians and optometrists are the backbone of the American economy,” said Roy Banks, CEO of Weave. “After one of the most trying years ever for these small businesses, new challenges are emerging. Their resilience and ingenuity in leveraging new technology and tools gives me no doubt they are ready to tackle these challenges as adeptly as they’ve navigated the pandemic.”

The study found that 55 percent of clinics are currently short-staffed, 51 percent of clinics aren’t sure they have the best tools to efficiently re-establish contact with patients who were reluctant to personally visit due to COVID-19, 72 percent of clinics see increasing patient appointments compared to six months ago, 40 percent of patients say current wait times to be seen by a healthcare provider are unacceptable and 70 percent of patients say they plan to schedule a non-emergency healthcare visit within the next three months.