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Patient loyalty: It’s up for grabs

Today’s patients are retail-savvy consumers. Do you know what it takes to win their loyalty?

Overview

Healthcare consumers will switch if they don’t get convenience and responsiveness, including responsiveness to their financial considerations. Yet half would pay more for more convenient appointments or to have more time with their clinician.

Providing a better consumer experience will help healthcare providers win patient loyalty—and bring them significant financial benefits. Those providers that develop strategies, capabilities and analytics to enable the key elements of a superior patient experience—speed to access, convenience, information transparency and personalized service— will be best positioned to outperform their peers.

DOWNLOAD PATIENT LOYALTY: IT’S UP FOR GRABS [PDF]

Key Findings

Health consumer loyalty is up for grabs.

  • Consumers are as likely to switch healthcare providers as hotels if they don’t get responsiveness and convenience

  • 61% would switch providers to get an appointment quickly

  • 52% would switch to get an appointment at a convenient location

  • 47% would switch for a better understanding of care costs

  • 50% would pay more for weekend or after-hours appointments, or to have more personal time with their clinician

Recommendations

Healthcare providers can learn from customer experience leaders in other industries.

  • US companies that deliver a superior experience have outperformed the S&P 500 index by a factor of nearly 2

  • Research has confirmed a strong correlation between superior patient experience and higher hospital margins

  • Six best practices can improve patient loyalty:

  • Put patients first
  • Inspire your people
  • Build trust and loyalty
  • Embed digital everywhere
  • Make it easy
  • Continuously innovate

LEARN MORE ABOUT ACCENTURE STRATEGY


Authors
Matthew Collier

Matthew Collier
Managing Director – Accenture Strategy
Health

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Matthew Collier

Leslie Basham
Senior Manager – Accenture Strategy
Health



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