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Some key insights from the latest findings…

  • Telehealth adoption and openness surged over the past year, with 83% of patients now saying they are willing to seek virtual care
  • Non-urgent sick and wellness visits offer an easy gateway to Telehealth, while the frequency of visits for ongoing condition management makes it a good fit for virtual care
  • Nearly 70% of patients still feel that in-person care is more reliable, though they remain open to telehealth
  • While digital experience is less of an “expectation” in healthcare, it is becoming more of a differentiator with over half (56%) of customers expecting easy digital experiences and even more (61%) expecting telehealth options

More research and perspectives

Preparing for Healthcare’s Next Act

The future of care is not just convenient and virtual-first, but designed around the customers’ needs. Download our latest special report for a deep dive into three macro-trends powering this movement — plus actionable steps and tools for getting started with a reimagined customer experience.

An emerging digital audience: First-time telehealth adopters

Our latest study reveals what first-time telehealth adopters can tell us about the virtual future of healthcare. This report provides an overview of first-time telehealth adopters, including their overall preferences and behaviors, to help you prepare for what’s next in healthcare.

Loyalty in Healthcare, post COVID-19

In a survey conducted by Hero Digital in August 2020, only about half of patients reported feeling loyal to their current provider, with individuals who have relocated or changed jobs being more likely to switch. This transition uncovers a potential audience of about 25 million who will be searching for a provider who can give them a seamless, integrated experience.

We are Hero.

A new kind of Customer Experience Company.

Born at the intersection of Business, Design, and Technology, we create experiences of Truth & Beauty to have a positive impact on people—and on the businesses that serve them. We’ve worked with healthcare leaders like Sunrise Senior Living, Spaulding Rehabilitation Network, and Universal Health Services, Inc. to create patient-first experiences that help people get back to engaging with life instead of with healthcare.

Talk to us about orchestrating and architecting a reimagined customer experience, including customer experience blueprints, digital transformation roadmaps, partner ecosystems, and more.

Contact us