Binary Fountain has just released its second annual healthcare consumer survey. Its goal is to provide an updated view into how patients search, evaluate – and share – their experiences with their healthcare providers. Aaron Clifford, Binary Fountain’s Senior Vice President of Marketing, says, “This second annual healthcare consumer survey clarifies important action points for providers who regard online reputation as a vital part of their efforts to improve patient experience and increase patient acquisition.”
Below is a quick review of key findings.
Increasingly sharing healthcare consumer experiences
One compelling result of this year’s survey is just how comfortable Americans are with sharing their healthcare experiences online.
- 51% of respondents share personal healthcare experiences online.Online sharing via social media and rating and review sites increased from 31% in last year’s survey
- 70% of millennials have shared experiences online, reporting on hospital or physician experiences
- 68% of younger millennials,aged 18-24, report sharing healthcare experiences online.This represents a 33% increase over 2017
Relying on online ratings and reviews
Healthcare consumers were near-unanimous in their opinion of online ratings and review sites:
- 95% of overall respondents regard online ratings as “somewhat” to “very” reliable
- 100% of younger millennials say they find online ratings and reviews “somewhat” to “very” reliable.
- Respondents aged 25-34 are close behind, with 97% agreeing
Our 2018 survey respondents look first to a hospital or clinic’s website as the first source of ratings (34%), with Google (29%) ranked second. Next in popularity are WebMD (18%), Healthgrades (15%) and Facebook (12%). For providers, the survey makes clear which sites they should monitor when it comes to reputation management.
Losing patience in the waiting room
On the question of the most frustrating aspect of experiences with healthcare providers, consumers answer loud and clear:
- 43% chose “wait time” as the most frustrating part of doctor visits.This ranks far ahead of other pain points, such as “cost and payment” and “awaiting lab results,” which both come in at 10%, and “scheduling,” which ranks at 9%.
Young millennials are the consumer segment most likely to express frustration with “having to schedule an appointment.”
Expecting more of care providers
At the point of patient care, healthcare consumers want their providers to be personable, knowledgeable and thorough, rating these qualities highest in our survey. Through a multiple-choice question, we examined factors that matter to a patient when evaluating a provider. Our findings were:
- 48% selected “a friendly and caring attitude”
- 47% say “ability to answer all my questions”
- 45% chose “thoroughness of the examination”
Interestingly, men and women diverge in their opinions of the most important factor in patient care. 45% of men rate “ability to answer all my questions” highest, while 52% of women place “friendly and caring attitude” at the top.
Interested in more findings from our second annual Healthcare Consumer Insight & Digital Engagement survey? Download the free eBook.
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