SANTA MONICA, Calif. — PatientPop, the leader in practice growth technology, today released The patient perspective 2019: Online reputation survey report. Results from the nationwide survey shed new light on how patients assess, choose, and ultimately rate providers online. The report also provides insight into the importance of specific online reputation management tactics and workflows for healthcare providers.
The survey shows the overwhelming majority of people consider patient reviews the most critical resource when choosing a healthcare provider, with seven of 10 respondents saying they place high importance on a provider’s online reviews.
PatientPop surveyed more than 800 people about online reputation and patient reviews to determine the role reputation plays when patients research and select a provider. The survey report also highlights the online sources patients rely on most when looking for care, and details how and where they post reviews about their experience with providers.
According to patients in our survey, fewer than half of healthcare providers (45.5%) are proactively asking their patients for feedback.
The digital options have widely varying usage rates for providers. More than one-half of patients (54.7%) who were asked for feedback receive their requests via email. Only 12.4% get requests via text message.
The majority of people are checking online resources when looking for providers, and most of those people place a strong value on patient reviews. Yet, too many healthcare practices are ignoring these growing trends: Most don’t ask for patient feedback, and most don’t respond when that feedback is from a dissatisfied patient.
Among age demographics, patients ages 30-44 emerge as the most active when it comes to searching for care online, using patient reviews to form opinions of providers, and posting reviews. Providers interested in targeting this age group, especially, need to focus their efforts on online reputation management.
When patients of any age share their opinions and experiences about healthcare providers online, most reviews are positive. Therefore, medical and dental practices, especially those in highly competitive markets, should take action to encourage more patients to share feedback.
“It’s common knowledge that most people look online when researching healthcare providers and care-related topics, but the industry is now experiencing the next level of patient empowerment and engagement,” said Luke Kervin, PatientPop Co-founder and Co-CEO.
“Now is the time for practices to take action since patients demand greater convenience and easier access to care. Providers who deliver this are much more likely to be a top choice in their market.”
With insights from the survey, PatientPop continues to track trends in patient online habits and use of online reviews, so providers can learn how to maintain a strong reputation that attracts new patients and fosters practice growth.
Key findings from the survey include:
- 74.6% of people have looked online to find out about a doctor, a dentist, or medical care.
- 57.1% of people go online sometimes or often to look for care.
- 51.8% of patients who’ve submitted negative feedback about their provider experience had not been contacted by the practice to address their concerns.
- When practices address a patient’s negative feedback, the rate of patient satisfaction roughly doubles, increasing 99%.
- Patients 30-44 are the most active age group when looking for providers (85.8%), checking reviews (65%), and posting a review (40.3%).
PatientPop is the only complete practice growth solution that empowers healthcare providers to thrive in the digital age. By enhancing and automating each touchpoint in the patient journey — from the first impression online to digital booking to post-appointment follow-up — PatientPop makes it easy for healthcare providers to attract more patients, manage online reputation, modernize the patient experience, and automate the front office. For more information, visit patientpop.com.
Tribe Builder Media