[Infographic] The Patient's Digital Journey Map | Binary Fountain

November 20, 2020

[Infographic] The Patient’s Digital Journey Map

By: Kieran McQuilkin

digital-patient-journey-map-infographicThere are five main steps on the digital patient journey map, and each one is an opportunity to deliver patients an exceptional experience.

In this infographic, you’ll find new insights from leading healthcare systems’ reputation management initiatives and our fourth annual Healthcare Consumer Insight & Digital Engagement survey to understand crucial touchpoints along the modern healthcare consumer’s path to care.

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1. Finding a Doctor

When healthcare consumers start their patient journey searching for care:

  • 55% ask family and friends for recommendations
  • 53% visit a provider, hospital, or physician website
  • 44% use an online search engine

Meanwhile, third-party directories like Zocdoc, CareDash, Vitals and U.S. News & World Report all have seen triple-digit growth since 2018.

Prisma Health used Binary Star Ratings along with Press Ganey patient experience surveys to publish star ratings on physician profile pages. The transparency initiative increased appointment requests by 56% and quickly improved its CGCAHPS Rate Provider score.

2. Evaluating Care Options

Location is a top factor for 49% of healthcare consumers in evaluating physicians. Patients use multiple channels and tools in their decision- making process:


Tidewater Physicians Multispecialty Group used Binary Fountain’s listings and reputation management solutions to optimize Google My Business pages, analyze patient feedback and improve quality of care. The initiative drove up patient experience and engagement metrics across the board.

3. Booking Appointments

Offer multiple channels for patients to schedule an appointment. Consumers are using third-party sites to book appointments nearly 70% more than in 2018. Plus, incorrect or missing contact information and services not being listed are the top booking frustrations for patients.

Willis-Knighton Health System used mass text messaging campaigns to send immunization reminders to 45,000 pediatric parents and guardians during COVID-19. It reported a 60-100% increase in average online appointment bookings in the three following months.

4. Evaluating Patient Experience

Time spent waiting to see the doctor was cited by 32% of survey respondents as the most frustrating part of the patient experience, followed by:


Temple University Health System used Binary Star Ratings to automate survey intelligence and publish physician directory pages across three medical groups. In one year, the reputation management program led to 53% higher review volume, including a 153% increase in Google Reviews.

5. Reviews and Surveys

Evaluating patient feedback can inform review generation strategies. Only 18% of consumers have never shared healthcare feedback on online platforms. The top sites where patients share their healthcare experiences online are:


And there’s much more. Check out the full infographic:

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For more on patient experience and reputation management, you can visit our COVID-19 Resources Page and browse these articles:

About the Author

Kieran McQuilkin
Content Marketing Specialist

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