Software solution company Phorest has unveiled the findings of a new survey called the The Modern Patient Experience 2026–2027.
The report analysed responses from 795 patients and found that effective communication remains a key priority throughout the patient journey.
According to the findings, 87% of patients consider booking confirmations important, while 84% place the same value on appointment reminders. When it comes to booking communications, appointment time was considered the most important element by 76% of patients, followed by service details, cited by 66%, location information at 58% and a contact telephone number at 46%. These findings highlight patients’ desire for clear, timely and informative communication when engaging with aesthetic clinics.
Orla Phelan, director of MediSpa and Medi-Aesthteic Operations commented, “Patients are not simply choosing a service. They are placing trust in a clinic’s expertise, judgement and care, often before they have met the practitioner or stepped inside the clinic. That makes the early stages of the patient experience more important than they may appear. An enquiry, booking confirmation, consultation form, reminder, treatment quote or follow-up message may seem operational from the clinic’s perspective.”