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  • Andrei Zimiles Customer Experience Trends in Healthcare 2018

The Patient Journey Begins Online

The provider-patient relationship begins well before the two meet face to face. In fact, patients will start by searching for providers online. Approximately 80% of survey respondents have used the internet to make a healthcare-related search in the past year. 56% prefer to search for a provider using a laptop or PC while 2 out of 5 prefer using a mobile device or tablet. From there, the customer journey is largely influenced by the digital realm. And it’s not just the younger generations—76% of respondents over 60 have made a healthcare-related search online in the past year.

Digital Tools Facilitate the “Last Mile” of the Journey

The customer journey in healthcare has traditionally been a fragmented and frustrating experience. Hours quickly accumulate between calling insurance providers to find an in-network provider, scheduling an appointment, sitting in a waiting room and perhaps navigating to a pharmacy and waiting there, too—not to mention follow- up appointments. Likely due to this frustrating time commitment, the ease of online booking has become a prominent aspect of a patient’s decision to select a provider.

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About the Survey

Survey methodology: “Customer Experience Trends in Healthcare 2018” was produced by Research was conducted through SurveyMonkey Audience and commissioned by during February of 2018.

This report represents the findings from 1,718 respondents who represent the U.S. adult census demographic of regions, incomes, and genders, from age 18 to 65+.

About is the only complete platform built to help healthcare organizations deliver a better customer experience at every step of the patient journey. The company’s industry-leading technology seamlessly integrates provider data warehousing, web-wide listings management, reputation insights, universal online scheduling, and patient communications. All of these services are enhanced by’s 50+ integrations with the most prominent healthcare directories, search engines, social media platforms, and EHR/PM systems.

As a result, thousands of healthcare organizations, including more than 200 of the country’s leading hospitals and health systems and over 20,000 private practices, have been empowered by the platform to enhance their digital presence and credibility, increase patient trust, and grow their business.

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