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Failed findability turns patient intent into lost trust, higher costs and abandoned journeys.

In a survey of 1,000 participants, MDRG and SearchStax uncovered how website search directly drives patient conversions.

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infographic

Failed findability turns patient intent into lost trust, higher costs and abandoned journeys.

Turn patient intent into revenue 
01

The ShiftPatients Expect Immediate Answers

75%

75% of patients use hospital or health system websites during their care decision process.

Care decisions start online.

Care decisions start online.

Patients Expect Immediate Answers
02

the breakdownBad Search Breaks Patient Intent

60%

60% of patients experience major frustrations with onsite search.

Poor search results ruin patient experience

Poor search results ruin patient experience.

Bad Search Breaks Patient Intent
03

The ConsequenceDigital Friction Drives Up Costs

65%

65% of patients who can’t complete tasks online switch to phone calls.

Digital disconnect shifts demand to higher-cost channels

Digital disconnect shifts demand to higher-cost channels.

Digital Friction Drives Up Costs
04

the opportunityFix Search to Win Patient Engagement

80%

80% of patients say better digital experiences would increase engagement.

Deliver direct AI answers to earn patient trust and capture intent

Deliver direct AI answers to earn patient trust and capture intent.

Fix Search to Win Patient Engagement
The takeaway

Convert Patient Intent Before It Stalls

  • Patients judge access before care begins.
  • Bad search creates dead ends, phone calls and lost trust.
  • Site Search drives high-intent patients to take the next step.
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