Focus on patient empowerment to help older adults with technology

As medical practices strive to provide an increasingly digital patient billing experience, questions regarding older adults’ willingness and ability to embrace technology remain. For example, will they be receptive to electronic billing statements? Will they be willing to pay their medical bills online? What about being open to real-time chat when questions arise? After all, technophobia is an emerging risk factor in aging.

However, new research from the Pew Research Center shows provides some clarity. Researchers found that older adults now use technology of all kinds far more than they did a decade ago. For example, 61% of those 65 and older own a smartphone. Presence on social media among Americans 65 and older grew about fourfold since 2010. In addition, 75% of those 65 and older report being Internet users. 

The takeaway? 

The digital divide is narrowing, and all of this bodes well for your digital patient payment strategy. Still, when rolling out patient payment technology among older adults, a mindful approach is always best. Consider the following tips to help older adults with technology:

1. Give patients a ‘primer’ before you set them loose. Show the technology in action or provide written instructions on how patients can navigate it. Also consider appointing someone in the medical practice who can answer patients’ questions as they arise. The goal: Increase digital literacy, which tends to be lower among older age groups. A recent survey conducted by AARP found that only 61% of those 70 and older feel they have the digital skills necessary to fully take advantage of being online. This means there are countless opportunities to educate patients and boost their confidence.
   
   
2. Highlight the security of the technology. Nearly three-quarters of older Americans say they have been the target of a cybercrime, 19% have been a victim, and 43% know someone who was a victim, the AARP survey found. That’s why it’s important to let patients know how the technology meets the highest security and compliance standards in healthcare. Ease their concerns about data breaches so they’re comfortable with sharing personal and financial information online.
   
   
3. Engage caregivers. Another strategy is to educate caregivers so they can, in turn, educate loved ones on how to use the technology. Caregivers can also answer questions and serve as a resource.
   
   
4. Ask patients about their questions and/or concerns. Sometimes the biggest barrier to older adults and technology adoption may be one you had not thought about. For example, maybe it’s lack of access to high-speed Internet or physical limitations that make it difficult for patients to use the technology. When you understand the challenges, you can offer solutions or refer patients to external resources. 
   
   
5. Move beyond your own ageist beliefs. Assuming older adults can’t or won’t use technology means you miss out on valuable opportunities to engage patients in digital payments that can make their lives easier. Healthcare providers are encouraged to challenge ageism and embrace and support older adults’ use of digital health. By shifting your mindset about older adults and technology adoption, you can help patients shift their own mindsets as well.
   
   
6. Be patient. Not all older adults in your medical practice will embrace technology initially or at all. That’s ok. Sometimes it takes time for patients to become comfortable with the idea of digital payments, and it’s often what happens outside of your office that ultimately inspires adoption. For example, as older adults become more comfortable making payments online for utilities and other bills, they may be more likely to select online payment options for their healthcare services as well.

Looking ahead

As you continue to deploy technology in your medical practice—including patient payment technology—keeping the interests of older adults in mind is critical. It’s about understanding barriers and concerns and then taking steps proactively to quell anxiety. Helping older adults with technology can also lead to other positive outcomes. For example, once older adults learn to overcome their fear of patient payment technology, they may gain the confidence to overcome other fears as well, leading to healthier and more fulfilling lives. Learn how Inbox Health can help.

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