Patients are no longer just patients. They’re consumers with high expectations, and they won’t hesitate to walk away from healthcare providers who don’t meet them. A new report from Press Ganey reveals that barriers like frustrating scheduling, unreliable online information, and a lack of transparency drive people to seek care elsewhere.
Based on 6.5 million patient encounters and a nationwide survey, the findings show a healthcare industry struggling to keep up with demands for convenience, trust, and seamless access to care.
As healthcare increasingly mirrors the consumer landscape, patients now view healthcare choices through a commercial lens, with ease of access being a key driver of satisfaction.
More than one-third of patients are leveraging AI for tasks such as researching treatments and finding physicians. However, 75% insist that providers be transparent when using AI in their care.
Nearly half of consumers report facing barriers when scheduling appointments, and this friction leads to a dramatic 13.1-point drop in “likelihood to recommend” scores.
Digital experience just as important
A significant 59% rely on online searches for information and are likely to postpone appointments if high-quality reviews from past patients are lacking. Additionally, 90% of consumers prioritise accurate online information about their clinicians, with nearly half ready to abandon care if the details are outdated or missing. An overwhelming 80% of patients deem online scheduling essential, yet only 25% rate their current experiences as “excellent.”
As consumers become increasingly discerning, healthcare providers must prioritise transparency and convenience to attract and retain patients.
Healthcare organisations should streamline scheduling, ensure accurate information, actively manage their online reputation and even integrate AI to improve patient interactions. Through continuous feedback, they can make data-driven improvements that align with consumer needs.