Online reviews continue to be an essential part of patients’ decisions when selecting a new healthcare provider. It is increasingly important that online reviews are managed to prevent a few unhappy patients from creating an untrue reflection of the provider. This does not give a true representation of their satisfaction. Given the high importance placed on online reviews when selecting a provider, it is vital to manage online reputations.
We surveyed over 756 respondents across the U.S., and found that several factors (review platform, number of reviews, age and relevance of online reviews, etc.) play a crucial role in determining the overall credibility of the online reviews and how patients use online reviews to select a provider.
Over 90% of patients have visited a healthcare provider (doctor, urgent care, hospital, dentist, etc.) in the past 12 months or less.
Almost 75% of patients consider online reviews when selecting a healthcare provider (doctor, urgent care, hospital, dentist, etc.).
78% of patients will only consider a healthcare provider with a 4-star rating or higher.
87% of patients felt that the age of the review was a crucial factor to consider when reading online reviews.
54% of patients usually check or would check at least 3 or more review platforms when researching healthcare providers’ reviews.
More than half of patients would not trust a healthcare provider with no online reviews.
The RepuGen Patient Survey 2022 - This study provides an in-depth analysis into:
How patients are using online reviews
Which review sites they check
The most trusted review sites
How many reviews they check before making their provider selection
Important factors that affect their selection process
And much more insights into patient review behaviors
1. When was the last time you visited a healthcare provider?
Key Findings
64% of patients have visited a healthcare provider (doctor, urgent care, hospital, dentist, etc.) in the past 3 months or less.
Over 90% of patients have visited a healthcare provider (doctor, urgent care, hospital, dentist, etc.) in the past 12 months or less.
The 60 or older age group visited a healthcare provider (doctor, urgent care, hospital, dentist, etc.) more recently than the younger age group (18-29 years old), with 48% having visited in the past 4 weeks compared to 26%.
The key findings show how patients of different ages and regions and the recency of visiting their healthcare provider. The older age groups have visited a healthcare provider more recently than the younger age groups, and certain regions have visited a healthcare provider sooner than other areas.
These results emphasize the significance patients place on regular healthcare visits, with the majority having visited a healthcare provider in the past year. The data also reveals variations in patients' recency of healthcare provider visits based on age and region. Older age groups tended to visit healthcare providers more recently than younger age groups, while certain regions had more frequent healthcare visits than others.
2. Do you consider online reviews when selecting a healthcare provider?
Key Findings
Almost 75% of patients consider online reviews when selecting a healthcare provider (doctor, urgent care, hospital, dentist, etc.).
Most patients are using online reviews when selecting a healthcare provider (doctor, urgent care, hospital, dentist, etc.).
83% of patients aged 30–44 considered online reviews when selecting a healthcare provider (doctor, urgent care, hospital, dentist, etc.), compared to 52% of those over 60 years old.
82% of patients in the Pacific region considered online reviews when selecting a healthcare provider (doctor, urgent care, hospital, dentist, etc.), while 57% of those from the New England region did the same.
The 2022 survey reveals that a substantial majority of patients, almost 75%, consider online reviews when choosing a healthcare provider. While online reviews continue to play a crucial role in patient decision-making, the data indicates a slight decrease (80% in 2021) in reliance on online reviews compared to 2021. This shift in patient behavior underlines the importance for healthcare providers to maintain a strong online reputation and adapt to evolving patient preferences.
These comparisons highlight the importance of understanding shifting trends in how patients use online reviews to make informed healthcare decisions. While online reviews still play a vital role, it's crucial for healthcare providers to adapt to evolving patient preferences and demographics to maintain a strong online reputation.
3. What factors would you consider when choosing a healthcare provider?
Key Findings
In 2022, patients' primary considerations when choosing a healthcare provider remain consistent.
The most influential factors include recommendations from family and friends, endorsements from medical professionals, and network status (in-network vs. out-of-network). These factors help patients make informed decisions and prioritize convenience and trust.
Younger adults (18–29) highly value recommendations from medical professionals, while this factor is less significant for those aged 30–44.
In 2022, patients continue to place significant importance on recommendations from trusted sources such as family, friends, and medical professionals when selecting a healthcare provider. Online reviews and network status also play a substantial role in their decision-making. Understanding these key factors and their variation among age groups and regions is essential for healthcare providers aiming to connect with patients effectively and attract a broader clientele.
4. What Are the Top 3 Most Important Factors When Selecting a Healthcare Provider?
Key Findings
The primary factor patients rate as the most important when selecting a healthcare provider is being "Referred to by another professional." Other key factors include recommendations from family and friends, in-network availability, and online reviews.
The older age group (60 or older) considers "Referred to by another medical professional" as significantly more important than the 18–29-year-old group.
When we look at how people choose their doctors and healthcare providers in 2022 compared to 2021, we see a change. In 2022, more people think it's most important to go to a doctor recommended by another medical professional. Online reviews are still important, but a bit less than before. This shift tells us that patients are changing how they pick their healthcare providers.
For healthcare providers, it means they should work on their reputation and make sure patients are happy so that other doctors recommend them. They should also pay attention to online reviews to keep getting better. Understanding these changes is important for healthcare providers to keep their patients happy and coming back.
5. What are the most important review factors that help you with your decision when selecting a healthcare provider?
Key Findings
"Sentiments expressed in reviews" are the top-rated factor for patients when selecting a healthcare provider based on online reviews.
"Overall star rating" and "Response to online reviews by providers" also significantly influence patients' decisions.
The importance of "Sentiments expressed in reviews" varies with age, being more crucial for the 60 and older age group.
In 2022, when patients are choosing a healthcare provider based on online reviews, the most important factor to them is the sentiments expressed in those reviews. They also pay close attention to the overall star rating and how providers respond to the reviews.
Comparing this to 2021, it's interesting to note that in the older age group (60 and above), the sentiments expressed in the reviews are given high importance, while for the younger population (30-44), this factor doesn't hold the same weight.
This information highlights what patients really care about in online reviews when making decisions about their healthcare provider. It's a reminder of how important it is for healthcare providers to manage their online reputation and ensure they respond thoughtfully to patient feedback.
6. What online review factors do you prioritize when choosing a healthcare provider?
What online review factors do you prioritize when choosing a healthcare provider - by Age
Key Findings
“Sentiments expressed in reviews” is the most considered factor by patients when using online reviews for selecting a healthcare provider.
Overall star rating” and “The recency of online reviews by providers” are also crucial factors in online reviews for patients when picking a healthcare provider.
The results show how patients in different ages and regions rate the key factors in an online review when deciding a healthcare provider.
7. What Is the Minimum Star Rating Required to be Considered by Patients?
Key Findings
78% of patients will only consider a healthcare provider with a 4-star rating or higher.
99% of patients would not consider a healthcare provider with a rating below 3 stars.
70% of patients 60 or older would not consider a healthcare provider below a 4-star rating.
In 2022, a higher percentage of patients (78%) insist on a 4-star rating or above to consider selecting a healthcare provider, whereas in 2021, it was 75%. Additionally, the threshold for considering a provider dropped from a minimum star rating of 3.5 stars in 2021 to below 3 stars in 2022. This indicates an increased focus on star ratings and reputation by patients when choosing a healthcare provider.
8. What Is the Minimum Number of Reviews That Patients Check Before Selecting a Healthcare Provider?
Key Findings
In 2022, most patients read a minimum of 19 reviews before selecting a healthcare provider, a significant increase from the 10 or more reviews in 2021.
Patients under 60 years old are more likely to read at least 10 reviews, with 65% of them doing so, compared to only 37% of patients over 60 years old.
Additionally, 63% of patients over the age of 60 check fewer than 10 reviews, while 35% of patients under 60 years old do the same.
The data indicates a notable shift in patient behavior from 2021 to 2022, with patients now reading an average of 19 reviews before selecting a healthcare provider, as opposed to just 10 or more reviews in the previous year. Younger patients are particularly inclined to read more reviews, emphasizing the growing importance of a substantial number of reviews for healthcare providers in influencing patient decision-making. This change highlights the need for healthcare providers to adapt their strategies to meet patient expectations regarding the quantity and quality of online reviews.
9. At what point do you think an online review is too old to be considered?
Key Findings
In 2022, more patients (52%) are specific about considering reviews less than 12 months old, compared to 50% in 2021.
An overwhelming 87% of patients in 2022 find the age of the review to be a crucial factor in evaluating its trustworthiness, emphasizing the need for recent reviews. This represents a slight increase from 64% in 2021.
In 2022, 44% of patients aged 60 or older do not consider online reviews older than 2 years.
The data demonstrates a consistent emphasis on the importance of the review's recency. In 2022, more patients prefer to consider reviews less than 12 months old, and the age of the review remains a crucial factor for 87% of patients. This reaffirms that healthcare providers must actively gather recent reviews to maintain or increase patient trust. Stale or outdated reviews are generally less reliable to patients, particularly those aged 60 and older.
10. Which Online Review Sites Do Patients Check for Healthcare Providers?
Key Findings
Google is the top platform for patients across age groups, with 74% of patients using it for checking healthcare providers’ reviews.
WebMD is the second most popular platform, with 55% of patients relying on it.
Healthgrades is also significant, with 31% of patients checking healthcare providers’ reviews on this platform.
Google is more popular among patients under 60, with 80% in this age group using Google.
WebMD is used by 52% of patients under 60.
Healthgrades is preferred by 38% of patients aged 30-44.
Comparing these findings, Google remained the top platform in both 2021 and 2022, although there was a slight decrease in usage from 2021 to 2022. WebMD and Yelp also maintained their positions in the rankings. However, there were shifts in usage preferences among different age groups, which providers should consider when managing their online reputation and reviews.
11. How many review platforms do you usually check/would you check when researching healthcare providers’ reviews?
Key Findings
Approximately 54% of patients usually check or would check at least 3 or more review platforms when researching healthcare providers' reviews.
Among patients aged 60 or older, 46% typically review a minimum of 2 platforms when researching healthcare providers' reviews.
These findings emphasize the importance of healthcare providers maintaining a presence on multiple review platforms, as the majority of patients across various age groups consider or utilize more than one platform during their research process.
Also, regardless of their age, place significant value on consulting multiple online review platforms when researching healthcare providers, highlighting the importance of healthcare providers establishing a robust presence across various platforms to meet the diverse preferences of their patient base.
12. Would you select a healthcare provider with no online reviews?
Key Findings
More than half of patients would not trust a healthcare provider with no online reviews.
Less than half of patients would select a healthcare provider with no online reviews.
59% of patients aged 60 or older would not trust a healthcare provider with no online reviews.
The majority of patients express hesitation when it comes to selecting a healthcare provider with no online reviews. Less than half of the surveyed patients would be inclined to choose a provider lacking online reviews. The lack of online reviews appears to significantly impact patients' trust, with 59% of patients aged 60 or older and 71% of patients in the New England region expressing a lack of trust in healthcare providers without online reviews. This data emphasizes the importance for healthcare providers to maintain a substantial online presence, as reviews greatly influence patients' decisions when selecting a provider.
13. When considering healthcare providers' reviews, do you check to see if the address and phone number match their website?
Key Findings
Over 70% of patients do check to see if the address and phone number match their website.
When considering healthcare providers’ reviews, only slightly over a quarter of patients do not check to see if the address and phone number match their website.
79% of patients aged 45 to 60 years old do check to see if the address and the phone number matches their website.
A substantial majority of patients, over 70%, take the initiative to verify if the address and phone number provided in healthcare providers' reviews align with the information on the provider's website.
This demonstrates that patients are attentive to these details and consider them when evaluating the credibility and trustworthiness of healthcare providers.
Specifically, 79% of patients between the ages of 45 and 60 actively verify this information, highlighting the importance of maintaining consistent and accurate information across online platforms for healthcare providers.
