Study Finds U.S. Healthcare Consumers Will Switch Providers Over Poor Digital Experiences

A recent press release posted by Cedar shared results from a recent study conducted in 2019 on healthcare consumer experience, which gathered responses from more than 1,600 participants.

Editor's Note: This article originally posted on Cedar's website.

Cedar, a patient payment and engagement platform, today announced results from its 2019 U.S. Healthcare Consumer Experience Study, finding that more than half of healthcare consumers are frustrated over their provider’s lack of digital experiences. The study, which conducted in-depth interviews of more than 1,600 healthcare consumers, also found that — even though the provider-patient relationship is often considered the hardest to break — many are willing to abandon their providers over poor digital experiences. 

Approximately 41% revealed they would stop going to their healthcare provider over a poor digital experience (e.g. online bill pay, digital pre-appointment forms, mobile and email bill delivery, etc.). More notably, approximately one in five have already stopped or switched providers over a poor digital experience. 

For younger generations, the issue is much more pronounced. Respondents aged 18-24 are:

  • 3x as likely (61%) to consider switching providers over a poor digital experience compared to the over-65 population (21%).
  • 4x as likely (29%) to have already abandoned a provider over a poor digital experience compared to the over-65 population (6%).  Click here to continue>>

 

 

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Cedar, a patient payment and engagement platform, today announced results from its 2019 U.S. Healthcare Consumer Experience Study, finding that more than half of healthcare consumers are frustrated over their provider’s lack of digital experiences. The study, which conducted in-depth interviews of more than 1,600 healthcare consumers, also found that — even though the provider-patient relationship is often considered the hardest to break — many are willing to abandon their providers over poor digital experiences.

Approximately 41% revealed they would stop going to their healthcare provider over a poor digital experience (e.g. online bill pay, digital pre-appointment forms, mobile and email bill delivery, etc.). More notably, approximately one in five have already stopped or switched providers over a poor digital experience.

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