Millennials force healthcare in digital direction

Millennials raised in the digital age with the convenience of online services are driving healthcare providers to change how they engage with patients and improve the customer service aspect of care. While older generations value in-person communication and cultivating relationships with medical professionals, millennials desire a different approach.

Accustomed to instant gratification, millennials don’t want to phone in for an appointment and then wait weeks to see a doctor. Nor do they like to be locked in to health plan network restrictions. They often will search online for healthcare information, even before seeing a doctor.

A key finding in a global survey of over 3,000 people is that millennials tend to select doctors based on referrals from family and friends. But while older patients express dissatisfaction directly to doctors, millennials share unsatisfactory experiences with friends, often on a social network. The survey also revealed that this generation is likely to trust social feedback, handing providers another challenge. Not only do providers need an online presence, they must monitor and manage their social reputation.

To continue reading this article…

Start your monthly or annual subscription to HIT Leaders & News today!

A monthly Standard subscription to all our regular news articles costs only $12.00 per month, or $144.00 for an annual Standard subscription.

Already a subscriber? Log in


ClearBalance, Millennials, PwC’s Health Research Institute


Please follow and ‘Like’ us


©2021 HIT Leaders and News, a GO Digital Media publication. All rights reserved.