Healthcare consumer experience trends in 2021
As digital consumerism in healthcare accelerates, expectations for the patient experience (PX) continue to evolve in equal measure. The patient experience can no longer be defined by the clinical care setting alone. Today, the patient experience encompasses every step of the healthcare journey, including navigating the web, scheduling, billing, insurance, and beyond. While the pandemic drove upticks in some consumer digital behaviors, overall, the digital preferences that had gained positive momentum in 2019 are now hard-coded into the consumer healthcare journey. From researching doctors to scheduling — and even conducting — appointments, these touchpoints are happening online. Press Ganey surveyed more than 1,000 U.S. adults to take the pulse of current consumer preferences and expectations for healthcare. This report explores the following topics in depth: • Digital drives choice: Patients rely on digital resources 2.2 times more than provider referrals when choosing a healthcare provider. • Referral leakage: 84% would not see a referred provider if they were rated under four stars. • The rise of virtual health: Over one-third of patients have used telehealth in the past year—a 337.6% increase since 2019. • Patient as customer: Assuming quality care, patients rate customer service (70.8%) and communication (63.4%) as more important than even bedside manner when it comes to a five-star experience. • Shopping for healthcare: On average, consumers use three different websites during their healthcare research process and read 5.5 reviews before making a decision. DOWNLOAD THE WHITE PAPER modernhealthcare.com/perspectives_PressGaney
“Organizations must prioritize their digital consumerism strategies not only to keep up with current expectations, but to also successfully acquire and retain patients for years to come.”