selecting a hospital or physician

of one

Consumer Journey - Selecting A Hospital Or A Physician

Factors that are most important to patients while selecting a hospital or physician are insurance coverage (50%), convenient location (46%), reputation (39%), bedside manner (34%), contact hours (32%), and out-of-pocket expenses (31%). Other aspects like online scheduling, digital lab report access also matter. In the case of specialized treatments, the gender, specialization of the doctor, and the vibe of the doctor's team are also significant.


Patient Journey in choosing a hospital or physician involves three major steps which include:
1. Awareness
2. Consideration
3. Decision


  • According to Kyruus' survey findings, patients learn of hospital and physicians through independent research (34%), insurance providers (32%), friends and family (20%), and healthcare providers (13%).
  • Forty-one percent of patients use social media to do preliminary research on hospitals and physicians.


  • According to the Deloitte 2018 Survey of US Health Care Consumers, factors that determine a patient's choice of hospital or physician include insurance coverage (50%), convenient location (46%), reputation (39%), bedside manner (34%), contact hours (32%), out-of-pocket expenses (31%), and other aspects like online scheduling and digital lab report access.
  • Deloitte also found that 53% of patients look at quality ratings of the physicians/ hospitals and 27% look up prices.
  • According to the Accenture 2019 Digital Health Consumer Survey, wait times to schedule appointments and wait times in hospitals are also other key factors in considering a hospital or physician.


  • Seventy-seven percent of patients choose a doctor based on online reviews.
  • Seventy-four percent of patients look for an alternate healthcare provider if a doctor they researched has negative ratings online.
  • Trusted sources for evaluating healthcare providers are reviews from academic medical centers (49%) and medical associations (44%).


  • Visual illustration 1 can be found here.
  • Visual illustration 2 can be found here.


  • Common factors while considering a hospital or physician for a specific treatment include insurance coverage (59%), location (44%), customer ratings (29%), and technology used (19%).
  • In case of gynecological examinations and surgeries, female patients prefer female doctors, and male patients prefer male doctors.
  • In case of specific treatments such as cancer, apart from factors like location, insurance coverage, and bedside manner, patients are also concerned about the level of specialization of doctors, and the vibe they get from other members of the doctor's team.


  • "More consumers are using quality ratings and other tools than in previous years, though we continue to see a gap between expressed interest and actual use."
  • "For 43 percent, a convenient location was important. Reputation (39 percent) and bedside manner (34 percent) were the third and fourth, and not far behind were convenient hours and out-of-pocket costs (32 and 31 percent, respectively). Few consumers said technology for online scheduling and accessing labs and test results were important."
  • "Here's how patients responded when asked how they ultimately found their primary care provider. 1. Independent research: 34 percent 2. Insurance provider: 32 percent "
  • "3. Friend or family: 20 percent 4. Healthcare provider: 13 percent 5. Other: 1 percent"
  • "41 percent of patients said that information they found on social media has influenced their choice of doctor."
  • "Eighty-four percent of patients said they use online reviews to evaluate physicians."
  • "An exception occurs when the surgical specialist will perform procedures perceived as invasive, such as colonoscopy, or intimate—involving the anal/genital area—such as gynecological examinations. In these cases, both women and men prefer gender-concordant physicians. Women want female providers and men, to a lesser extent, prefer male physicians"
  • "42% of patients would switch dentists if their current practice stopped accepting their insurance plan."
  • "Distance from your home and your ability and desire to travel Your insurance plan’s limitations on out-of-network and out-of-state physician consultations The doctor’s level of specialization in multiple myeloma Your comfort level with the doctor’s treatment approach and “bedside manner” How you feel about the other members of the treatment team (nurses, pharmacists, navigators, social workers, office staff), and the overall “vibe” that you feel in the office, cancer center, or clinic."