Tag: Online Presence
Consumers Demand Great Customer Service
The Key to Patient Loyalty
While delivering safe, high-quality, patient-centered care remains the top priority for healthcare providers,
consumers demand great “customer service” and strong communication throughout the experience.
In fact, respondents cite the demeanor of front office staff as being more important than bedside manner in earning their loyalty and impacting their likelihood to recommend.
59% of patients consider good pre- and post-appointment communication as key to their loyalty—a 27.9%
uptick since 2019.
~~~~~
More than a third also value text and email appointment reminders.
When asked, what other factors influence your loyalty to a provider (i.e., you would recommend them to a friend or seek care from them multiple times):
WHY WON’T THEY BOOK AN APPOINTMENT?
The Public searching online for a provider, has found you.
But what has discouraged them from making an appointment?
Once a Consumer Selects a Provider
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.
What is your Online Presence saying?
Recent Comments