It’s an age-old adage: You never get a second chance to make a first impression. Ironically, young adults in the “Millennial” age group (often defined as those born between 1982 and 2004) seem to have adopted it as a mantra when it comes to healthcare. New data from the Health Industry Distributors Association (HIDA) show Millennials are less inclined than other age groups to make a second trip to a healthcare provider if they were unsatisfied with the first trip. One sticking point: Nearly 40% said they were unhappy with a recent visit specifically because they couldn’t get lab results the same day. With this in mind, take the time to understand what new patients’ expectations are by asking them directly. It’s likely you’ll get some solid information, as HIDA goes on to report that 70% of Millennials “feel a responsibility to share feedback with companies after a good or bad experience.” And if it seems like some patients have unrealistic expectations, explain why they’re unrealistic—and underscore that their best chance for timely, affordable care is in your practice. The HIDA report also notes that 41% of Millennials have delayed seeking care because they thought the price would be too steep; 43% had been to an urgent care center in the past year (vs 23% who say they’ve gone to a retail clinic).
Don’t Expect a Second Chance with Unsatisfied Millennial Patients