What Patients Want in 2021



This recent US study reveals the latest patient preferences and habits related to choosing a provider, receiving care, and communicating with a practice.


Key findings from the survey report include:

  • Most patients look online to find healthcare providers. Three of four people have searched online to find out about a doctor, a dentist, or medical care. Sixty-one percent do so either sometimes or often.
  • Reviews are the most influential online resource for patients. When choosing a healthcare provider, 74 percent of patients find positive online reviews very or extremely important. Sixty-nine percent say they will not consider a healthcare provider with an average star rating lower than 4.0 out of 5.
  • More than half of patients prefer a digital connection for five key interactions with practices. At least 51 percent of patients favor digital interactions when scheduling an appointment, filling out forms, asking a provider a question, paying a bill, and accessing health records.
  • Patients prefer text messaging for appointment communications. Two-thirds of patients prefer text messages when receiving medical appointment reminders. Also, 59 percent would like text message reminders to book their next appointment.  
  • There has been a notable level of patient attrition at practices. More than one-third of patients say they have left a healthcare provider in the past two years. Eight of 10 say they did so because of a poor in-person experience, and/or lack of access and communication with their provider.

Read the complete study report: 2021 Patient Perspective Survey Report | PatientPop