2021 Healthcare Reputation Report
We analyzed 348,000 customer reviews across 113,000 physicians and facilities to understand how healthcare providers manage their reputations in a world changed forever by a global pandemic. We also worked with research firm YouGov to learn how people make healthcare decisions today, ranging from Millennials to Baby Boomers.
Positive Sentiment During the Pandemic
A provider’s front-line staff matter more than ever. Staff and bedside manner are the two main drivers of positive sentiment in 2020.
Importance of reviews
50% of consumers have selected a doctor or facility over another based on reviews.
Importance of online scheduling
57% of consumers said online appointment scheduling is important.
Why You Should Read This Report
This report gives the healthcare industry insight to improve patient care based on our proprietary Reputation Score — the industry’s leading ranking of healthcare reputation. We also offer crucial insight into how people search for care and what matters most to them during the pandemic.
SENIOR VICE PRESIDENT OF CORPORATE COMMUNICATIONS AND MARKETING, COMMUNITY HEALTH SYSTEMS.
The Covid-19 Impact on Healthcare Reputation
Physicians had zero reviews in 2020.
65% of physicians had zero reviews in 2020. Physicians and facilities alike are disconnected from how Millennials search for care online
Millennials rely on Google for reviews
Half of all Millennials rely on Google to find reviews of healthcare providers. But a surprising 50% of healthcare facilities had zero reviews in 2020.
A Digital Reckoning for the Healthcare Industry
The healthcare industry faces a major digital reckoning with Millennials. Half of all Millennials rely on Google to find reviews of healthcare providers — but a surprising 50% of healthcare facilities and 65% of physicians had zero reviews in 2020. Read our report to learn more.
Healthcare facilities with strong Reputation Scores have 1,290% more conversions on their Google My Business (GMB) listings.
Physicians with Higher Reputation Scores get 540% more GMB conversions.
Lead, Online Reputation Management, Universal Health Services
We analyzed acute care facilities of the 25 largest health systems in the U.S. by revenue using our proprietary Reputation Score. We then listed the top 15 leaders based on Reputation Score. Key findings Include:
- Healthcare systems with the highest Reputation Scores accumulate an average of 232% more reviews than laggards.
- Healthcare facilities with strong Reputation Scores have 1,290% more conversions on their GMB listings.
Chief Marketing Officer, Banner Health
What Healthcare Leaders
The pandemic has underscored why healthcare facilities and physicians need to manage online reputation closely and proactively to increase conversion rates on GMB listings, which are increasingly a consumer’s entry point for finding care. Our report provides clear and actionable next steps.
Enterprise SVP & Chief Marketing and Communications Officer, Atrium Health