Customer Experience Trends in Healthcare
The use of referrals has declined by 44% since 2018, while digital resources have replaced traditional channels throughout the patient’s journey to find a provider. Here’s what that means for the healthcare industry.
The patient journey happens online
The internet remains a primary resource for patients searching for healthcare providers. But more than half still have a hard time choosing a new doctor. Why? There’s not enough information about them online. To break through the noise, doctors must differentiate themselves with a compelling online presence and a reputation that resonates with prospective patients.
Patients rely on online resources 1.7x more than word of mouth.
88% will read reviews of a referred provider.
Over ½ of patients consult multiple sites before choosing a doctor.
Customer service is the #1 factor driving patient loyalty.*
* Assuming quality care.
60% factor the ease of appointment booking into a 5-star review.
In 2020, successful healthcare professionals will stop playing catch-up. It’s time to embrace the digital channels that directly impact patients’ decisions and provide a better customer experience at every step of that journey.
Read the report (it’s free!)
Doctor.com’s 2020 patient survey reveals how modern-day patients make decisions about healthcare providers, what influences their perceptions and loyalty, and how to better engage them along this important journey.
Download the full report to learn:
- How to expand and protect your online presence and reputation
- Strategies to stop bleeding valuable patient referrals
- Tips to improve patient satisfaction and develop lifelong loyalty
- Why a customer experience mindset is critical to practice success