Does Your Health System’s Website Build Patient Trust? Or Break It?

Digital experience can either drive loyalty or drive patients away. Leaders from Cleveland Clinic, Renown Health, MDRG, and SearchStax weigh in on findings from recent research.

// By Char Wilson //

Before patients call your office, walk through your doors, or speak with a clinician, they have likely already formed an opinion about you. They searched for a provider on your site. They tried to find contact information. Some gave up.

A new study from MDRG and SearchStax surveyed 1,000 patients across the U.S. and conducted 10 in-depth interviews to observe people navigating healthcare websites in real time. Researchers presented the findings during a webinar, Shaping Patient Trust: What Health Systems Need to Know, alongside digital and marketing leaders from Cleveland Clinic and Renown Health.

Left to right: Amanda Todorovich, enterprise executive director of digital marketing, Cleveland Clinic; Cristal Woodley, vice president of marketing, communications, and customer experience, Renown Health; Kristy Roldan, vice president of growth, MDRG; Chris Pace, vice president of digital experience strategy at SearchStax

The main finding: Eighty percent of patients say a better website experience would increase their engagement with a healthcare provider. This number should shape how you prioritize your digital investments.

Read on to learn from these experts how you can create digital experiences that strengthen your relationship with patients and consumers.

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