Research report Patient experience

Loyalty in healthcare, post COVID-19

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The pandemic has redefined our habits across all facets of life, and healthcare is no exception. How are patients responding to this change?

In a survey conducted by Hero Digital, only about half of patients reported feeling loyal to their current provider. This uncovers a potential audience of about 25 million who will be searching for a provider who can give them a seamless, integrated patient experience.

Across healthcare relationships, only about 50% of patients feel loyal to their regular providers.

While younger and more urban patients were already open to switching providers pre-pandemic, COVID-19 has acted as a general accelerant.

Patients who are the most at risk following COVID-19 disruptions are the most influenced by availability and technology offered by their doctors.

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Hero Digital is a leading independent customer experience company born in California at the intersection of business, design, and technology. Our purpose is to distill the simple truth to create a beautiful future — a customer experience future that is good for people and business. Hero Digital’s holistic process and integrated methods help leading brands like Comcast, Twitter, U.S. Bank, Salesforce, Sephora, Jefferson Health, The Robert Wood Johnson Foundation, and TD Ameritrade Institutional achieve growth.