The world of consumer healthcare is currently experiencing a vital shift. Just like in retail, automotive, hospitality, financial services, and nearly every business sector and industry, the old fee-for-service and fix-what’s-broken approach is no longer enough. Healthcare consumers want more options, greater convenience, fairer prices, and better interactions throughout the entire patient experience, across the…

Google is the link between your healthcare organization and the consumer. Consumers type in something like this in Google’s search box when searching for a new provider: “primary care doctor in Boston.” They’ll then scroll down the page to see the doctors that show up under Google’s map. Consumers use the reviews and ratings of…

Imagine a patient in a doctor’s office who waits for 45 minutes to see a physician. The patient’s name finally gets called by the nurse. The patient walks into one of the rooms. The nurse asks the patient what is wrong. He tells her he feels sick. The nurse then walks out of the room and…

How to change customer experience in healthcare - ReviewTrackers

Eighty-one percent of consumers do not like or are not satisfied with their healthcare experience, according to a study by GE and Prophet. There’s a gap between the level of quality the provider thinks they deliver and the level to which customers are actually satisfied with their experience. So what can hospitals do to completely change…

The 2017 Healthcare Internet Conference (HCIC) will take place Oct. 23 through Oct. 25 in Austin, Texas at the JW Marriott. The conference gives attendees the chance to learn about digital marketing solutions and new and established technologies. Attendees can hear from industry leaders, with at least 64 sessions to choose from about digital strategy,…

What is HIPAA? The Health Insurance Portability and Accountability Act of 1996 (HIPAA) protects a patient’s health information. The regulations of HIPAA require healthcare providers to follow privacy guidelines so that a patient’s health information remains confidential. The law applies to everyone who works for a healthcare organization. This makes responding to reviews a tricky one; you…

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health. He says that while it’s important for a hospital to be…

Technology is shaping the patient experience. That experience starts with how patients choose and search for providers. According to research by ReviewTrackers, 66 percent of consumers say online reviews are “influential” or “highly influential” when choosing a local primary care physician. And on top of that, 35 percent of all searches are local, according to…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: University of Minnesota Health Clinics and Surgery Center experienced a 14 percent increase in new-patient growth due to innovative design, which lends itself well to efficiency. An Example of the Future Patients might…

Online reviews and public feedback from other patients are an important research tool for healthcare consumers.   According to a report by a medical online reviews firm 77 percent of patients read online reviews as the first step to finding a new doctor or physician. What’s more, from 2013 to 2014, the amount of patients using online reviews increased…