Digital Innovation in Healthcare: Impacts on Patient Behaviour, Appointment Scheduling and Times in Waiting Rooms – An Explorative Empirical Study in Germany

The digitization of healthcare has become a significant topic of interest in recent years, particularly in the context of the global coronavirus disease 2019 (COVID-19) pandemic. This has underscored the necessity for innovative solutions to enhance access to healthcare. The present study seeks to examine the influence of digital technologies on healthcare management and patient behaviour, with a particular focus on appointment scheduling, online consultation and waiting times. Therefore, a quantitative survey of patients in Germany is conducted to analyse the extent of the use of digital appointment scheduling platforms and online consultation tools and to consider the demographic factors that influence patient behaviour. The questionnaire was distributed in November 2024 in medical practices, rehabilitation centres and pharmacies, which were randomly selected. A total of 103 patients participated in the survey. The results elucidate that the digitization of the healthcare sector presents a duality of opportunities and challenges. A significant proportion of patients recognize the advantages of digital healthcare services. Nevertheless, acceptance remains constrained, indicating the presence of impediments such as a dearth of confidence in digital security and the entrenched practice of scheduling appointments via phone. The survey revealed that patients appreciate the advantages of digital appointments in terms of convenience but encounter obstacles such as a lack of trust and knowledge. Demographic factors, particularly age and gender, influence the willingness to utilize digital solutions. The study demonstrated that the integration of digital and traditional healthcare services is essential for increasing patient satisfaction and guaranteeing the quality of care. These findings provide a foundation for future research on the development of models for the acceptance of digital healthcare solutions and the examination of the interactions between technology, patient behaviour, and quality of care. In conclusion, the study demonstrates that digitization in healthcare is promising but that targeted measures are necessary to increase acceptance and mitigate barriers. Often, there is simply a lack of availability or knowledge of solutions.