Patient Loyalty, Acquisition Hinge on Online Provider Reviews – PatientEngagementHIT.com

The 2021 Consumer Experience Trends in Healthcare, which included survey responses from some 1,140 adult patients, asserted that healthcare consumerism is here to stay and that manifests itself most prominently with online provider reviews.

“On a societal level, the pandemic forced us to rethink the digitalization of healthcare,” Daniel Litwer, chief client officer, Press Ganey, said in a public statement. “This new era reinforces the power that online perception is reality, and failure to invest in digital channels will push patients to seek care elsewhere.”

Patients looking for a new clinician are twice as likely to rely on online sources as they are a provider referral and are increasingly valuing the online provider reviews at their disposal. The average patient will consult more than two online sources and more than five online provider reviews when selecting a new clinician, and those online reviews are the top factor swaying patients’ care access decisions.

This finding…

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