Many factors may prevent a consumer
from becoming a patient.
“Difficulty contacting the office” is the #1 reason a patient is deterred from booking an appointment.
The second-biggest blocker of successful acquisition is untrustworthy reviews, followed by an average rating of less than 4 stars and incomplete listings information.
Referrals are still a critical part of the patient journey—but no longer enough to secure a patient. After receiving a referral, 83% of patients today will go online to read reviews about the referred provider. And 84% say they will change their mind about a referred provider if they are rated less than 4 stars.
Consumer Experience Trends in Healthcare