A recent survey commissioned by Weave (NYSE: WEAV) sheds light on how patients across different generations are increasingly turning to the internet for health-related information and how this influences their interactions with healthcare providers. The study, conducted among 1,000 U.S.-based consumers, reveals significant insights into the growing role of online resources in shaping healthcare decisions—from self-diagnosing symptoms to using digital tools to guide decision-making.
Key Findings:
Generational Differences: The survey highlights distinct generational patterns in how patients use online resources for healthcare. Millennials are the most proactive group, with 43% of them researching symptoms online before scheduling an appointment. In contrast, Gen Z tends to use online information as a filter, with 45% only booking appointments if their symptoms appear serious. Baby Boomers, on the other hand, are less reliant on digital resources and tend to trust their healthcare providers more than online advice.
Self-Diagnosis and Expectations: The survey reveals that younger generations often arrive at appointments with preconceived diagnoses based on their online research. However, 30% of Gen Z patients expressed hesitation about sharing these self-diagnoses with their healthcare provider. This indicates a sense of uncertainty about the accuracy of online information and the need for healthcare providers to guide patients through their findings in a supportive and informative manner.
Building Trust with Providers: Trust plays a crucial role in the patient-provider relationship, especially when online research is involved. According to the survey, 62% of Gen Z patients feel upset if their concerns are dismissed by their healthcare provider after they’ve done their own research. This highlights the importance of healthcare providers acknowledging and engaging in open discussions about patients’ online findings. Fostering these conversations can improve trust, enhance patient satisfaction, and promote better outcomes.
Trusted Online Resources: Patients gravitate toward reputable websites when researching health-related information. WebMD was the most popular resource, with 63% of respondents using the site, followed by Mayo Clinic at 47%. Gen Z, in particular, cross-verifies information across multiple platforms, with 40% of them consulting several sources to ensure the reliability of the information they find.
Accessibility and Digital Tools: As digital health tools continue to gain traction, patients increasingly expect easy access to healthcare services. Online chat and 24/7 access are among the most sought-after features, with 39% of patients preferring to have digital communication options like chat available, and 37% looking for round-the-clock access to healthcare providers. This suggests that patients want convenience and flexibility when managing their healthcare.
Implications for Healthcare Providers:
As more patients turn to the internet for health information, healthcare providers must adapt to meet these evolving expectations. Practices that build trust, embrace digital communication tools, and foster open discussions about patients’ online research are likely to see higher patient satisfaction and engagement. The key to success lies in balancing online research with professional guidance and offering patients the resources they need to make informed healthcare decisions.
About the Study:
The survey, conducted online by Dynata in May 2024, included responses from 1,000 U.S. consumers aged 18–77.
About Weave:
Weave is an all-in-one customer experience and payments software platform designed for small and medium-sized healthcare businesses. Weave connects the entire patient journey—from the initial phone call to the final invoice. The platform streamlines communication, integrates billing and payment requests, and helps practices improve patient engagement, reduce accounts receivable, and drive profitability. In the past year, Weave has earned recognition as an Inc. Power Partner, a G2 leader in Patient Relationship Management software, and one of the Top 50 Products for Small Business.
