Healthcare Experience: Trends & Changes
- A new report from Press Ganey Associates explores the evolving patient journey, highlighting the growing influence of artificial intelligence and online reviews in how consumers find and select...
- The Consumer Experience Trends in Healthcare report reveals that while AI tools are gaining traction, Google remains the primary starting point for most patients searching for care.
- Clifford noted the cyclical nature of online visibility, stating that healthcare providers must be aware of their presence "everywhere, everything, all at once."
The healthcare consumer experience is rapidly transforming, with artificial intelligence (AI) and online reviews taking center stage, according to findings in a new report. Press Ganey’s analysis reveals that AI tools now significantly influence patients’ provider choices, while Google maintains its position as the dominant search engine. The study also underscores that brand trust and easily accessible information remain crucial for healthcare organizations. Discover how the interplay of these factors shapes the patient journey and impacts healthcare decisions. Building a comprehensive online presence, especially for appointment scheduling, is critical to meeting growing consumer expectations, with roughly 60% of individuals trusting Google results. Keep in mind,the importance of online ratings and high-quality reviews cannot be overstated. news Directory 3 examines these trends and provides insights. Discover what’s next in healthcare and how to stay ahead.
AI and Online Reviews reshape healthcare Consumer Experience
Updated May 27, 2025
A new report from Press Ganey Associates explores the evolving patient journey, highlighting the growing influence of artificial intelligence and online reviews in how consumers find and select healthcare providers. Aaron Clifford,vice president of consumer experience at Press Ganey,discussed the findings,emphasizing the importance of brand trust and easy access in today’s healthcare landscape.
The Consumer Experience Trends in Healthcare report reveals that while AI tools are gaining traction, Google remains the primary starting point for most patients searching for care. About 60% of consumers trust Google results when seeking healthcare facts. However, the report suggests AI is leveling the playing field, prompting healthcare organizations to pay closer attention to their presence on various third-party sites.
Clifford noted the cyclical nature of online visibility, stating that healthcare providers must be aware of their presence “everywhere, everything, all at once.”
The survey, which included over 1,000 individuals across the U.S., also found that insurance websites are a significant source of information for patients. Referrals from existing healthcare providers remain vital, though online searches and AI are increasingly influential.
Notably, 36% of consumers surveyed are already using generative AI for healthcare purposes. Of those, 31% reported using AI to schedule appointments, underscoring the need for healthcare providers to ensure clear and accurate appointment booking information on their websites.
Online ratings continue to play a crucial role in patient decision-making. The report found that 64% of consumers always or frequently read reviews when choosing a doctor. Red flags include poor-quality reviews,an insufficient number of reviews,and star ratings below 3.7.
improving the consumer experience isn’t just about bedside manner anymore. It’s about being visible when and where people are searching, offering clear, trustworthy information, and making it easy for patients to book an appointment or take the next step. From the first online search to the moment they walk through your doors, every interaction counts, perhaps now more than ever.
What’s next
Healthcare organizations should prioritize a complete online presence, ensuring accurate information across search engines, insurance websites, and review platforms. As AI adoption grows, providers must adapt to meet patients where they are, offering convenient online scheduling options and building trust through positive online reputations.