Majority of consumers use social networks to influence buying decisions (Gartner)
Five years ago it would have been close to zero, now it is the majority.
Choosing healthcare, a doctor or a nursing home should be no different from any other buying decision – although arguably a lot more important. Research from the Pew Institute and others shows clearly how the internet-sourced opinion of others is increasingly shaping the decisions of patients, their families and carers.
My prediction: within three years the majority of the public will be using online patient experience to influence their choice of care.
Those who deliver high quality care – which by definition means ensuring excellent patient experience – will win (as will their patients). Organisations which cannot or will not do this, will cease to exist.