A patient walks into your practice with a health concern. You do everything by the book: provide a thorough exam, offer a diagnosis, and prescribe the best possible treatment. You’re confident you’ve delivered top-quality care. But later, instead of a five-star review, you get a disappointing response. So, what went wrong?
Delivering high-quality care isn’t confined to diagnosis and treatment; it’s about the entire patient experience. From the moment they walk through the door to the follow-up after their visit, patients want more than just medical expertise. They want to feel heard, involved in their care, and supported by a seamless, efficient process.
Recognizing and addressing these needs influences trust, clinical outcomes, and patient satisfaction. So, let’s explore what patients really want and how you can bridge the gap between top-notch medical care and meaningful connections.
A patient’s healthcare journey starts when they seek care, and every step ahead plays a pivotal role in shaping their experience. What they encounter throughout this journey can make it smooth and rewarding or leave them frustrated and disengaged.
So, what are the things that matter most to patients? Are you on the same page?
We've gathered insights from various patient surveys that shed light on the key elements shaping the patient journey. Let's dive in to get a closer look at the patient perspectives on a streamlined healthcare journey and leverage these takeaways to refine and streamline your practice's workflow.
Access to care remains one of the most vital aspects of healthcare delivery, and improving it is imperative for patient satisfaction. A recent Experian survey shows that nearly 16% of patients believe access to care has improved. In comparison, 68% say it has remained the same (the highest level since 2022), suggesting an overall better experience. In contrast, only 15% reported a decline in access, a notable improvement from last year, when nearly 22% felt access had worsened.
Choosing the right healthcare provider is a critical decision, and the factors influencing a patient’s decision-making have evolved significantly over the years. Here are the latest statistics.
According to a report by Zocdoc, patients typically explore around 26 providers before selecting one. Interestingly, most patients (nearly 9 in 10) prefer to stay within their insurance network, especially for mental health consultations, to minimize out-of-pocket expenses. This underscores the importance of insurance coverage and in-network availability in patients’ provider choices.
Gender also plays a significant role when selecting a provider. Zocdoc’s marketplace data reveals that nearly 67% of women prefer female healthcare providers, while 56% of men opt for male providers. These preferences are even more pronounced among younger generations — 73% of Gen Z women preferred female providers, showing a shift in patient expectations toward more personalized, gender-specific care. Interestingly, among older people, there is a noticeable trend toward a preference for male providers.
Furthermore, patients also demonstrated distinct preferences for certain provider genders based on specialties. For instance, female OB-GYNs saw a 60% increase in bookings, while male orthopedic surgeons experienced similar growth in demand.
A strong online presence fuels patient acquisition. According to the Zocdoc report, providers with four or more office photos on their digital profile are 5.8 times more likely to secure an appointment than those with fewer images. Additionally, language accessibility is a major differentiator. Providers offering two languages receive twice the number of bookings, while those offering three or more languages see a 3.5x increase in appointments.
Online reviews have become one of the most influential factors in attracting new patients. Providers with at least 50 reviews receive ten times more bookings. Moreover, the impact grows exponentially: medical practices with over 100 reviews can secure up to 27 times more bookings. The shift toward digital engagement is evident; it's time to maintain a robust, well-optimized online presence.
Convenience has become a top priority for patients, and the ease of booking an appointment contributes to a positive patient experience. About 89% of patients say having the ability to schedule appointments (anytime), whether through online portals, mobile apps, or automated systems, is vital. Digital booking is now the preferred method, with 68% of appointments scheduled online on Zocdoc. This is particularly true for urgent care, mental health, and primary care visits. Interestingly, 42% of these bookings occur after-hours, highlighting the growing demand for flexible scheduling options.
However, long wait times remain a persistent frustration, impacting patient satisfaction and access to timely care. About 27% of patients confirmed that wait times continue to be a significant challenge, and among those who reported a decline in healthcare access, 79% cited long wait times as a key factor.
According to the Consumer Choice Center, the average wait time to see a primary care physician in the U.S. is three weeks, the longest among high-income nations. Wait times also vary significantly by specialty. Patients seeking dermatology care often experience the longest delays, with wait times exceeding 30 days.
Providers must adopt flexible scheduling options, same-day or next-day availability, and digital tools that simplify booking and reduce administrative bottlenecks.
Patients hate time-consuming paperwork during check-in. They want autonomy over this process and prefer the convenience of digitally completing forms (92%) at their own pace.
Streamlining check-ins can directly impact patient retention: 5 in 10 patients are likely to leave a positive review if the data collection exceeds expectations, and 64% say they would stay loyal to a medical practice that offers a seamless customer experience.
Here's what patients expect from healthcare forms:
Health literacy remains a critical challenge in the U.S., with 9 in 10 people struggling with low health literacy. The numbers underscore the significance of clear, effective communication in elevating patient outcomes and satisfaction.
The 2025 Smart Communications report on customer experience found that 73% of patients consider good communication essential to their healthcare journey, and an equal 73% now rate current healthcare communication as very good or excellent — a 27% increase from 2024.
Poor communication is a dealbreaker, especially for younger generations — 79% of Millennials and 76% of Gen Z are willing to switch providers due to ineffective communication. Conversely, 81% of patients will recommend a provider if the communication exceeds their expectations.
Timing matters when it comes to healthcare appointments. Zocdoc reports that the most preferred time for consultations is 11 a.m., followed by 2 p.m., 3 p.m., and 1 p.m. Interestingly, female patients prefer morning slots (11 a.m.), while male patients prefer afternoon appointments (1 p.m.).
Considering preferred days, early weekdays (Mondays) are the most popular, while late-week and weekend appointments are low in demand. Understanding these patterns can help healthcare providers optimize scheduling, reduce wait times, and increase patient satisfaction.
The 2025 ZS Future of Health Report found that 71% of patients are open to virtual consultations for mild health issues and 66% for chronic illness. However, less than half prefer telehealth for routine checkups, suggesting a continued reliance on in-person visits for comprehensive care.
Interestingly, Zocdoc’s 2024 data tells a different story. Virtual visits accounted for just 12% of all appointments, with mental health appointments making up 7%. The past year has seen a notable rise in in-person visits, reinforcing that patients still favor face-to-face care for most specialties, excluding mental health.
Patients expect clarity and transparency in healthcare costs. A provider’s ability to verify insurance coverage and provide accurate cost estimates can significantly impact the patient experience. 88% of patients expect upfront pricing, and 81% say accurate estimates help them plan for costs.
Patients may delay care if the pricing lacks clarity. Around 43% of patients are likely to postpone or cancel appointments if they don’t receive an accurate cost estimate. Yet, despite the growing demand for transparency, provider accuracy in delivering estimates has slipped from 78% in 2022 to 71% in 2025, with 39% of providers reporting that estimates are inaccurate.
As healthcare costs continue to rise, price transparency is no longer optional. Providers who offer accurate, upfront cost estimates gain patient trust and can reduce no-shows and treatment delays. It’s a compelling UVP (unique value proposition) that can cut through the noise in this competitive world.
AI is rapidly gaining traction in the healthcare industry, with nearly 40% of medical groups adding or expanding AI tools in 2024. While providers see AI as a game-changer, let's see what patients think.
According to ZS, nearly half of U.S. adults are open to using AI-powered health apps for education and believe AI can improve customer experience (66%) and patient adherence (43%). Yet, trust remains a key concern as 37% of patients expect providers to be transparent about AI use, and 46% want AI-generated content to be proofread for accuracy.
Contrarily, AI-powered chatbots have their challenges. A report by RingCentral found that while patients are open to chatbot assistance, they expect them to be trained in healthcare language. Poorly optimized chatbots frustrate 70.5% of patients and can delay issue escalation to live agents (55.7%), negatively impacting patient experience.
For AI to succeed in healthcare, it must strike the right balance between automation and human oversight. Transparency, accuracy, and well-trained AI tools will be key to earning patient trust and improving care delivery.
Patients' expectations are evolving, shaped by technological advancements, convenience-driven preferences, and the growing demand for personalized care. Providers who keep up leverage it as an opportunity to boost revenue.
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