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Patients' use of referrals has declined by 44% in the past year, and they now use an average of three different online sources to find a doctor, according to Doctor.com's annual consumer survey report.
Doctor.com recently released its annual "Customer Experience Trends in Healthcare" report, based on survey results of more than 1,600 U.S. adults.
The report details how patients prefer to conduct their healthcare journeys through resources they rely on to search for a provider, the criteria they use to select a provider, and other factors that influence their decision-making process, satisfaction, and loyalty.
According to a news release, the "Customer Experience Trends in Healthcare 2020" report uncovers several key themes:
"Over the past year, we've observed a fundamental shift as patients turn to digital over traditional channels at almost every touchpoint of the patient journey," says Andrei Zimiles, CEO of Doctor.com. "From discovery, evaluation, and selection to ultimately booking with a provider, patients demand the convenience and empowerment of digital information and tools to make their own healthcare decisions. 2020 marks a major turning point in which healthcare organizations and providers can no longer afford to neglect their digital patient engagement strategies and, instead, must make them a priority in order to protect their bottom line."
For a copy of the full "Customer Experience Trends in Healthcare" report, please visit: www.doctor.com/cxtrends2020