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Report: How consumers search for health care

How do patients find you?

Knowing the answer is the key to marketing your organization’s services and communicating its strengths.

Kyruus, founded by a team of physicians and technologists, uses data to help health systems match patients with providers more precisely and to reduce barriers to access.

The organization—its name comes from the word “chiral,” which describes an object or form (e.g., a hand) that cannot be superimposed on its own mirror image—recently surveyed 100 consumers on how they search for, select and schedule appointments with health care providers.

Among the survey’s findings: Even when consumers get a referral for a specialist, 90 percent always or sometimes conduct their own research on providers before scheduling an appointment.

Among other results:

  • · Consumers consider insurance accepted the most important factor when selecting a provider. Three out of four rate it as extremely important.
  • Relevant clinical expertise is the second key factor (53 percent).
  • Four out of five consumers cite appointment availability as a vital factor when selecting a provider; more than 60 percent have searched for an alternative provider to schedule an earlier appointment.
  • More than 40 percent of consumers say they trust online reviews “completely” or “very much.”
  • Sixty-two percent of consumers prefer to book appointments by phone, citing speed of booking and personalized service as the top two reasons.
  • Convenience is key for millennials. Two out of five prefer to book online, indicating that pressure on health systems to enable and enhance online scheduling will rise.

View more details and download the report here.

HealthCareCommunication.com