Doctena Report 2023
An insight into Appointment Booking, Patient Behaviour and Trends in Healthcare
Since its launch in 2013, Doctena has been committed to simplifying healthcare access, by making online appointment booking intuitive and user-friendly. During the last decade, we’ve managed the appointments of over 7.5 million patients, with more than 10,000 healthcare professionals offering their services through our platform.
Celebrating a decade of service in 2023, Doctena has consistently focused on enhancing its booking system to support an expanding variety of doctors and healthcare professionals. Our steadfast dedication has always been to provide patients with an exceptional online booking experience, characterised by simplicity and effectiveness. On average, 1.5 million monthly bookings are managed through Doctena each month, with an average of 7 appointments per patient booked in our platform in 2023.
This growth trend is on a rapid rise! Our diverse patient base, with varying backgrounds, languages, ages, and genders, demonstrates distinct booking behaviours and preferences in healthcare services.
In this report, we aim to provide a comprehensive overview of the key trends and statistics from 2023, including details on appointment bookings, insights into patients habits, and an overview of the healthcare professionals who have embraced Doctena as their platform of choice.
REPORT 2023
An insight into Appointment Booking, Patient Behaviour and Trends in Healthcare
Since its launch in 2013, Doctena has been committed to simplifying healthcare access, by making online appointment booking intuitive and user-friendly. During the last decade, we’ve managed the appointments of over 7.5 million patients, with more than 10,000 healthcare professionals offering their services through our platform.
Celebrating a decade of service in 2023, Doctena has consistently focused on enhancing its booking system to support an expanding variety of doctors and healthcare professionals. Our steadfast dedication has always been to provide patients with an exceptional online booking experience, characterised by simplicity and effectiveness. On average, 1.5 million monthly bookings are managed through Doctena each month, with an average of 7 appointments per patient booked in our platform in 2023.
This growth trend is on a rapid rise! Our diverse patient base, with varying backgrounds, languages, ages, and genders, demonstrates distinct booking behaviours and preferences in healthcare services.
In this report, we aim to provide a comprehensive overview of the key trends and statistics from 2023, including details on appointment bookings, insights into patients habits, and an overview of the healthcare professionals who have embraced Doctena as their platform of choice.
In 2023, Doctena, celebrating a decade of service, has focused on improving its booking system to support a wide range of doctors and healthcare professionals. The company is committed to providing a simple and efficient online booking experience for patients. In 2023, Doctena averages 1.5 million bookings per month, with each patient making an average of 7 appointments.
The platform is experiencing rapid growth and serves a diverse patient base in terms of background, language, age, and gender. This report aims to provide an overview of the key trends and statistics of 2023, including details on appointments, patient habits, and the adoption of Doctena by healthcare professionals.
Who were the patients
using Doctena in 2023?
To understand how patients book appointments and which are their preferences, it’s essential to first identify who our patients are. This offers valuable insights into their unique needs and choices in digital healthcare.
MORE FEMALE THAN MALE BOOKERS
This trend in 2023 remains stable versus previous years, with female bookers remaining consistently more active compared to males.
BIGGEST GENDER GAP AMONG THE AGE GROUP OF 25-34 YEARS
The gender disparity was most pronounced in the 25-34 age group, with 62% of the bookers being female and 38% male.
ONLINE BOOKING IS MOST POPULAR AMONG MILLENNIALS
In 2023, online appointment booking showed a significant increase across various age groups, with an emphasis on millennials (aged between 25-44) being the most active bookers. Remarkably, 1 in every 3 patients belonged to the millennial category.
17% of bookers were aged <18
13% of bookers were aged 19-24
39% of bookers were aged 25-45
13% of bookers were aged 46-54
16% of bookers were aged >55
Who were the patients
using Doctena in 2023?
using Doctena in 2023?
To understand how patients book appointments and which are their preferences, it’s essential to first identify who our patients are. This offers valuable insights into their unique needs and choices in digital healthcare.
MORE FEMALE THAN MALE BOOKERS
This trend in 2023 remains stable versus previous years, with female bookers remaining consistently more active compared to males.
BIGGEST GENDER GAP AMONG THE AGE GROUP OF 25-34 YEARS
The gender disparity was most pronounced in the 25-34 age group, with 62% of the bookers being female and 38% male.
ONLINE BOOKING IS MOST POPULAR AMONG MILLENNIALS
In 2023, online appointment booking showed a significant increase across various age groups, with an emphasis on millennials (aged between 25-44) being the most active bookers. Remarkably, 1 in every 3 patients belonged to the millennial category.
17% of bookers were aged <18
13% of bookers were aged 19-24
39% of bookers were aged 25-45
13% of bookers were aged 46-54
16% of bookers were aged >55
Top Patient Bookings by Country
Top Patient Bookings by Country
How do Patients Book Appointments Online?
Online booking is primarily valued for its convenience, as it can be done from any device, at any time.
14%
of bookers in 2023 scheduled their appointments using the Doctena App.
79%
of all appointments booked in 2023 by patients were scheduled by a patient with a Doctena account.
SHORT WAITING TIMES
Patients typically book an appointment only a few days in advance. In 2023, on average, 1 in every 4 appointments was booked less than 24 hours before the actual consultation.
24/7 BOOKING FLEXIBILITY
Doctena users tended to schedule appointments at the beginning of the week, with over 1/3 of all bookings occurring on Monday and Tuesday.
CANCELLATION AND RESCHEDULING POSSIBILITIES
In 2023, Doctena users greatly appreciated the flexibility to cancel and reschedule appointments in just a few clicks.
This functionality allowed patients to easily adjust their bookings if needed, while also reducing the volume of phone calls for practices.
3%
OF ALL BOOKED APPOINTMENTS WERE RESCHEDULED
“LAST-MINUTE AVAILABILITIES” FEATURE
This feature on Doctena offers patients the opportunity of being alerted if an earlier appointment with their chosen practitioner becomes available. This way, they can conveniently reschedule their existing appointment to the newly open slot.
In 2023, 94% of healthcare professionals on Doctena used the “Last-Minute Availabilities” feature.
How do Patients Book Appointments Online?
Online booking is primarily valued for its convenience, as it can be done from any device, at any time.
14%
of bookers in 2023 scheduled their appointments using the Doctena App.
79%
of all appointments booked in 2023 by patients were scheduled by a patient with a Doctena account.
SHORT WAITING TIMES
Patients typically book an appointment only a few days in advance. In 2023, on average, 1 in every 4 appointments was booked less than 24 hours before the actual consultation.
24/7 BOOKING FLEXIBILITY
Doctena users tended to schedule appointments at the beginning of the week, with over 1/3 of all bookings occurring on Monday and Tuesday.
CANCELLATION AND RESCHEDULING POSSIBILITIES
In 2023, Doctena users greatly appreciated the flexibility to cancel and reschedule appointments in just a few clicks.
This functionality allowed patients to easily adjust their bookings if needed, while also reducing the volume of phone calls for practices.
3%
OF ALL BOOKED APPOINTMENTS WERE RESCHEDULED
“LAST-MINUTE AVAILABILITIES” FEATURE
This feature on Doctena offers patients the opportunity of being alerted if an earlier appointment with their chosen practitioner becomes available. This way, they can conveniently reschedule their existing appointment to the newly open slot.
In 2023, 94% of healthcare professionals on Doctena used the “Last-Minute Availabilities” feature.
Many patients appreciate the flexibility of scheduling appointments outside typical working hours. On average, 30% book their appointments outside of the usual practice opening hours (before 8am or post 6pm), and 20% do so over the weekends.
30%
APPOINTMENTS WERE BOOKED AFTER 6PM
20%
APPOINTMENTS WERE BOOKED DURING THE WEEKEND
Many patients appreciate the flexibility of scheduling appointments outside typical working hours. On average, 30% book their appointments outside of the usual practice opening hours (before 8am or post 6pm), and 20% do so over the weekends.
APPOINTMENTS WERE BOOKED AFTER 6PM
20%
APPOINTMENTS WERE BOOKED DURING THE WEEKEND
Which healthcare professionals were most in demand by patients in 2023?
Which healthcare professionals were most in demand by patients in 2023?
TOP 10 SPECIALTIES IN 2023
We’ve gathered insights into our patients this year — looking into their booking habits and what matters most to them when scheduling an appointment. Let’s explore the healthcare services they mainly chose and the specialists they were the most eager to see.
In 2023, General Practitioners were the doctors most visited by patients, accounting for 42% of all booked appointments. Dentists came next with 8% of bookings, followed by Physiotherapists with 7%. There was a significant increase in bookings towards the end of the year, particularly in November, across the top five specialties.
TOP 3 SPECIALTIES BY COUNTRY
TOP 10 SPECIALTIES IN 2023
We’ve gathered insights into our patients this year — looking into their booking habits and what matters most to them when scheduling an appointment. Let’s explore the healthcare services they mainly chose and the specialists they were the most eager to see.
In 2023, General Practitioners were the doctors most visited by patients, accounting for 42% of all booked appointments. Dentists came next with 8% of bookings, followed by Physiotherapists with 7%. There was a significant increase in bookings towards the end of the year, particularly in November, across the top five specialties.
TOP 3 SPECIALTIES BY COUNTRY
What do our customers say about their experience with Doctena?
What do our customers say about their experience with Doctena?
DOCTENA HAS HELPED ME TO LAUNCH MY PRACTICE, MY PATIENTS ARE VERY HAPPY WITH THE POSSIBILITY OF BEING ABLE TO BOOK THEIR APPOINTMENTS ONLINE.
Dr. Philippe Weitzel, Dentist
DOCTENA IS REALLY EASY TO USE! IT HAS MADE MY ORGANISATION MUCH EASIER. IT REALLY IMPROVE A LOT THE COORDINATION BETWEEN THE OTHER PHYSIOTHERAPISTS IN THE PRACTICE, AS WELL AS WITH OUR SECRETARY.
Liam Smith, Physiotherapist
DOCTENA ALLOWS ME TO FILL MY SCHEDULE OPTIMALLY, AND ALSO TO SAVE TIME THAT I CAN NOW DEDICATE TO MY PATIENTS.
Elise Mosca, Osteopath
DOCTENA HAS HELPED ME TO LAUNCH MY PRACTICE, MY PATIENTS ARE VERY HAPPY WITH THE POSSIBILITY OF BEING ABLE TO BOOK THEIR APPOINTMENTS ONLINE.
Dr. Philippe Weitzel, Dentist
DOCTENA IS REALLY EASY TO USE! IT HAS MADE MY ORGANISATION MUCH EASIER. IT REALLY IMPROVE A LOT THE COORDINATION BETWEEN THE OTHER PHYSIOTHERAPISTS IN THE PRACTICE, AS WELL AS WITH OUR SECRETARY.
Liam Smith, Physiotherapist
DOCTENA ALLOWS ME TO FILL MY SCHEDULE OPTIMALLY, AND ALSO TO SAVE TIME THAT I CAN NOW DEDICATE TO MY PATIENTS.
Elise Mosca, Osteopath
2023: A Recap of Our Roadmap
In 2023, there were nearly 14 million appintments booked via Doctena. October stood out as the busiest month, showing an increase of activity of 41% compared to 2 years ago. Just like 2022, patients continued to prioritise General Practitioners, often seeking to book same-day appointments. Remarkably, 25% of all appointments were scheduled and took place within 24 hours.
ENHANCING PATIENT ENGAGEMENT AND SATISFACTION
Doctena places a strong emphasis on patient management through effective communication tools, including SMS reminders and email confirmations. Patients enjoy the convenience of choosing appointments based on their location, language and healthcare needs, with the added flexibility of joining a waiting list for earlier availabilities. They also have the freedom to manage their schedules by canceling or rescheduling appointments as needed. In 2023, patient satisfaction remained constantly high, with a 96% satisfaction rate on Trustpilot.
SERVICES DEDICATED TO A CHANGING HEALTHCARE LANDSCAPE
By continuously developing customisable features, we have successfully tailored our medical appointment software to meet the specific needs of different medical specialties, healthcare teams and institutions.
Additionally, we have forged significant partnerships that contribute to the evolution of the healthcare landscape.“In Belgium, we have entered into a partnership with Bingli, an artificial intelligence-based platform that makes pre-diagnoses of patients, and we have integrated their services into Doctena. Thanks to it, patients and healthcare professionals can save up to 20 minutes per appointment” (Alain Fontaine, CEO)
OUR COMMITMENT TO DATA SECURITY
Security and privacy are paramount at Doctena. We are committed to safeguarding the confidentiality of our users’ data, making it a top priority. Our company has implemented a comprehensive set of measures to ensure the robust security of sensitive information.
Doctena is compliant with the highest data security standards:
ISO-27001 certification, Multi-layer security infrastructure, The strict policy of not using real patient data in Doctena’s test environments or on developer devices locally, Limited access to completely anonymous data for the business intelligence department, Encryption of all databases at rest using the industry-standard 256-bit AES algorithm.
DOCTENA A CLOSER LOOK AT DOCTENA’S CERTIFICATION
In January 2023, Doctena achieved ISO 27001 certification, a globally recognised standard that underscores our unwavering dedication to the highest security protocols.
We acknowledge the need to provide the utmost protection for the data we handle. That is why we allocate a substantial budget for audits, certifications, penetration tests, and the implementation of multi-layered security systems to defend our platforms against potential cyber threats.
2023: A Recap of Our Roadmap
In 2023, there were nearly 14 million appointments booked through Doctena. October stood out as the busiest month, showing an increase of activity of 41% compared to 2 years ago. Just like 2022, patients continued to prioritise General Practitioners, often seeking to book same-day appointments. Remarkably, 25% of all appointments were scheduled and took place within 24 hours.
ENHANCING PATIENT ENGAGEMENT AND SATISFACTION
Doctena places a strong emphasis on patient engagement through effective communication tools, including SMS reminders and email confirmations. Patients enjoy the convenience of choosing appointments based on their location, language and healthcare needs, with the added flexibility of joining a waiting list for earlier availabilities. They also have the freedom to manage their schedules by canceling or rescheduling appointments as needed. In 2023, patient satisfaction remained consistently high, with a 96% satisfaction rate on Trustpilot.
SERVICES DEDICATED TO A CHANGING HEALTHCARE LANDSCAPE
By continuously developing customisable features, we have successfully tailored our medical appointment software to meet the specific needs of different medical specialties, healthcare teams and institutions.
Additionally, we have forged significant partnerships that contribute to the evolution of the healthcare landscape.
“In Belgium, we have entered into a partnership with Bingli, an artificial intelligence-based platform that makes pre-diagnoses of patients, and we have integrated their services into Doctena. Thanks to it, patients and healthcare professionals can save up to 20 minutes per appointment.” (Alain Fontaine, CEO)
OUR COMMITMENT TO DATA SECURITY
Security and privacy are paramount at Doctena. We are committed to safeguarding the confidentiality of our users’ data, making it a top priority. Our company has implemented a comprehensive set of measures to ensure the robust security of sensitive information.
Doctena is compliant with the highest data security standards:
- ISO-27001 certification
- Multi-layer security infrastructure
- The strict policy of not using real patient data in Doctena’s test environments or on developer devices locally
- Limited access to completely anonymous data for the business intelligence department
- Encryption of all databases at rest using the industry-standard 256-bit AES algorithm
DOCTENA A CLOSER LOOK AT DOCTENA’S CERTIFICATION
In January 2023, Doctena achieved ISO 27001 certification, a globally recognised standard that underscores our unwavering dedication to the highest security protocols.
We acknowledge the need to provide the utmost protection for the data we handle. That is why we allocate a substantial budget for audits, certifications, penetration tests, and the implementation of multi-layered security systems to defend our platforms against potential cyber threats.