Customer experience is slipping in healthcare

According to a recent study done by PwC, customer service in the hospital healthcare industry is down.  This is an alarming trend in an industry with an increasingly empowered consumer.

Consumers are now used to Googling services and goods before purchase:  this may mean looking at reviews of a toy before purchasing on Amazon or looking at Yelp reviews before going to the newest trendy restaurant.  Healthcare will be next.

Consumers are now beginning to search for scores and reviews when making healthcare decisions.  Although there is no trusted source for reviews for this industry currently, this is prompting healthcare providers to increase patient satisfaction (which is a good thing).  In the end, a more competitive environment should lead to better patient outcomes, hopefully reversing this trend in customer service in the healthcare industry.