Survey: Millennials take 21st-century approach to health care

BURLINGTON, Mass — Nuance Communications’ latest survey is highlighting the differences between boomers and millennials — who this year became the largest living generation — when it comes to how they interact with their health care experience.

One of the biggest areas of differences is in how millennials and boomers choose primary care physician. Though only about 41% of those ages 65 and older will choose a physician based on family and friend recommendations, some 70% of millennials do so. Sixty percent of Millennials will also use word of mouth to share with friends that they’re unhappy with their care, but just over half of the boomers surveyed will tell their doctor directly.

“From what I have observed, people are more likely to provide a review if they have had a poor experience rather than a good experience.” said Dr. Jeffrey Wolff-Gee, CMIO of Swedish Health Services. “If you are able to adjust for this using a validated methodology, you can then incorporate a better statistical sampling and see scores that are more reflective of the experiences of your full patient population.”

In addition to the different ways the two generations find providers, the Nuance survey also highlights the ways they find information about their health. A little over 54% of millennials will search online for health info before they see a physician — higher than the global average of all patients of 39%. They will also turn to ratings to determine which provider they see.

“We know a huge number of patients today are looking up symptoms and health information online, so it’s just a matter of time until they shop for physicians and communicate grievances that way, too,” Nuance Communications’ national medical director Dr. Tony Oliva said. “These are informed healthcare consumers who, if they feel rushed, are likely to share criticism online. Healthcare organizations need to find ways to help physicians optimize time spent with their patients and to protect their reputations.”