Almost everyone has spent time at a hospital. Whether you’re visiting an aging family member, welcoming a new addition into the family, or seeking a routine treatment, the service you receive leaves a lasting impression. No matter the outcome, patient satisfaction along with the quality of treatment has never been more important. We want to feel cared for. We want to be treated as an individual and respected as a patient. And we will share our experience with others.
When selecting a health care provider, we often turn to our friends for recommendations, browse for information from insurance provider websites, and search the Internet for third-party reviews and opinions. In a soon-to-be-released study conducted by Bazaarvoice and Kelton Research, we found that 26% of consumers ages 18-34, and 32% of consumers ages 47-65, would never choose a health care provider without reading at least one piece of user-generated content. So how does a health care provider turn patients into brand advocates?