Virtual visits and technology readiness
An estimated 38% of US adults aged 65 and older were not ready for video visits, rising to about 72% of those over 85, because of difficulties with hearing, vision, speech, cognition, or inexperience with internet-enabled devices.
Lam, Lu, Shi & Covinsky, JAMA Internal Medicine, 2020 (National Health and Aging Trends Study)
12.01% of scheduled video visits were recorded as failed in a health system telemetry analysis; patients over 65 were 102% more likely, and Black patients 56% more likely, to experience a failure.
Demographic disparities in video visit telemetry, American Journal of Managed Care
Across 217,229 telehealth visits over 480 days, 10.33% met the criteria for failure due to poor connection, limited technical literacy, or related causes.
A comparison of techniques for predicting telehealth visit failure, 2025
20% of surveyed video visit patients reported technical problems, most commonly video trouble, audio trouble, dropped connections, and initial setup.
Patel et al., mHealth, 2021 (Michigan Medicine video visit program)
A structured pre-visit readiness contact significantly increased the likelihood of a successful video visit rather than a phone-only or non-completed one (odds ratio 0.54 for non-completion).
Gusdorf et al., Journal of Telemedicine and Telecare, 2021
Patient experience and surveys
Automated post-visit surveys with a 24-hour service recovery protocol retain roughly 60% of dissatisfied patients who would otherwise leave.
Press Ganey service recovery benchmarks
A few absolute points of difference on experience scores can shift percentile rankings by dozens of positions.
Industry CAHPS percentile analyses
Mailed patient surveys can draw response rates in the low single digits; real-time digital capture performs far higher.
Emergency department survey response studies
Forms, intake, and revenue cycle
Healthcare form abandonment runs near 68% across measured form interactions.
Forrester form analytics benchmark
Multi-step, one-question-at-a-time forms can convert up to 300% better than single-page walls of fields.
Venture Harbour form design research
Over 60% of patients complete forms on smartphones; poorly designed mobile forms are abandoned 20%+ more often.
Industry mobile form analytics
72% of patients want to complete intake digitally before the appointment; only 28% of practices offer it.
AMA Digital Health Study
Average check-in runs 25 to 35 minutes for new patients; digital pre-registration with prefill cuts it to 5 to 8, and returning patients to 2 to 4.
MGMA Patient Experience Benchmark
The average practice has 4 to 6 redundant intake steps, mostly re-collecting data the system already holds.
MGMA process guidelines
Registration and eligibility errors cause about 27% of all claim denials, the largest front-end cause.
Industry denial index analyses
Reworking a denied claim costs about $25 for practices and up to $181 for hospitals; 50 to 65% of denied claims are never reworked.
AHIMA denial management benchmarks
Seniors and texting
94% of smartphone users 70 and older send texts at least weekly.
Experian consumer research
76% of adults 65+ own a smartphone; 98% of smartphone owners 50+ use it daily; 56% of seniors text family daily.
Statista; AARP technology surveys
One in three Americans over 65 prefers texting to a phone call.
Consumer preference studies
The smartphone ownership gap between 65+ and under-30 adults narrowed from 53 points to 35 in a decade.
Pew Research Center
Accessibility and language
Text must be resizable up to 200% without loss of content or functionality.
WCAG 2.1 Success Criterion 1.4.4
Significant visual impairment affects over 20% of adults 85 and older; roughly 1 in 6 people over 70 report vision impairment.
JAMA Network Open; US population surveys
With larger fonts, adults over 65 perform on par with younger users on mobile tasks.
Mobile usability research
Roughly 26 million US residents have limited English proficiency.
US Census Bureau
Messaging compliance
TCPA statutory damages run $500 to $1,500 per message with no cap, enforced through private and class actions.
47 U.S.C. § 227; case law
Opt-out revocations must be honored through any reasonable method, effective April 2025.
FCC TCPA order, 2024 to 2025
Review gating violates platform policy and federal rule, with civil penalties up to $51,744 per violation.
Google review policies; FTC Consumer Review Rule, 16 CFR Part 465
Workforce and operations
Caregiver turnover runs 75% and higher; 57% of it occurs within the first 90 days; replacing a caregiver costs $2,600 to $5,000.
Home care industry benchmarking; HHAeXchange
Only 29% of care staff describe their onboarding as structured; structured onboarding improves retention by 82%.
HHAeXchange; Brandon Hall Group
The average hospital readmission costs roughly $15,000.
AHRQ statistical briefs
Communication failure is among the most commonly cited root causes of serious healthcare adverse events.
The Joint Commission sentinel event data