Is Your Website Under the Weather?

posted by Pivotal Health Solutions on Friday, September 4, 2015

Nearly three-quarters of your patients/clients don't like your website.

That's according to a survey by Kentico Software on patient attitudes toward health care on the web. The survey found that 71% of Internet users polled think providers' websites could be more helpful. The biggest gripes? Not being able to reach their providers via their preferred channel or not being able to find the information they need.

The good news is that health care marketers can easily treat these concerns. Nearly three-quarters of respondents advocate for email or text messaging communications, although the telephone remains the number one mode of communication. As for what customers want to see on their health care providers' websites, here's their wish list:

1) I want to be able to contact my provider easily--and have a variety of contact methods available.

2) I want to be able to find the information I need easily and get my questions answered.

3) I want to see biographies of my providers online.

4) The website should look good and be easy to navigate.

5) I also want to see photos of my providers online.

6) I also want to read blogs that offer tips on how to live a healthier life. 

It looks like healthcare providers' websites are in need of a checkup. 

According to Kentico Software's “Patient Attitudes Toward Healthcare on the Web” survey, 71% of the 512 Internet users polled say that healthcare providers' websites could be more helpful. Of this sample, 84% cite not being able to reach their healthcare professionals via their preferred channel as a top issue. Another 84% list struggling to find the information that they're looking for as their main gripe, and half of all respondents are frustrated with not being able to speak to an online healthcare rep in real time.

“Using the Web to communicate in regulated industries such as healthcare is challenging to say the least, but healthcare providers seem to have made significant strides over the years in using the Web to connect with patients in meaningful ways,” says Kentico CEO and Founder Petr Palas. “Overall, patients seem to appreciate healthcare's embrace of the Web, though it's also clear they want provider websites to offer up a fuller range of communication choices—specifically when it comes to mobile texting and real-time chat, as well as easier access through mobile devices.”

This article excerpt, by Andrew Corselli, originally appeared here:


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At Pivotal Health Solutions, our story starts with a table. Not just any table, but one that you helped us design from the ground up. From that single table, PHS has become a leader in offering beautifully designed, quality-manufactured products for the complementary health care field.

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