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.
CONSUMER PATH TO SELECTING A HOSPITAL OR PHYSICIAN:
Patient Journey in choosing a hospital or physician involves three major steps which include:
- 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%).
PATIENT JOURNEY MAPPING:
ROUTINE CHECK-UP VS. SPECIFIC TREATMENT:
- 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.