Customer experience trends in healthcare
In the modern patient journey, customer experience proves to be critical to business success. Here’s why.
The Patient Journey Begins Online
The provider-patient relationship begins well before the two meet face to face. In fact, patients will start by searching for providers online. Approximately 80% of survey respondents have used the internet to make a healthcare-related search in the past year. From there, the customer journey is largely influenced by the digital realm. And it’s not just the younger generations—76% of respondents over 60 have made a healthcare-related search online in the past year.
80% have used the internet to make a healthcare-related search in the past year.
63% of respondents will choose one provider over another because of a strong online presence.
60% of respondents have chosen one provider over another based on a positive online reputation.
45% of patients prefer to use digital methods to request an appointment.
82% ranked customer service as the most important factor influencing their loyalty to a provider.
It’s time for healthcare professionals to recognize that digital channels influence patients’ decisions at all stages of the patient journey, and invest their efforts and resources accordingly.
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In a 2018 consumer survey, Doctor.com discovers how modern day patients make healthcare choices, and what factors influence their satisfaction and loyalty. The survey reveals that consumers rely heavily on the web and other digital tools not only when they search for a provider, but at every stage in the patient journey.
Download this report and discover how to:
- Protect your practice or organization from bleeding valuable referrals
- Build an online presence that will win the trust of the modern patient
- Learn what digital tools you can utilize to ensure patient satisfaction and loyalty
- Adapt your healthcare organization to a Customer Experience mindset in order to future-proof your success