94 percent of consumers say healthcare needs to be easier. Yet friction starts long before the bill arrives. Thirty-eight percent struggle to find an in-network provider. Seventy-nine percent have been surprised by a medical bill. Half have delayed or skipped prescriptions or procedures because of cost.
Left unresolved, that friction doesn’t end with a single encounter. Fifty-eight percent of consumers say they would consider switching providers after a poor billing or appointment experience.
This report examines where friction builds across the patient journey and how clear, consistent communication can improve trust, support faster decisions and strengthen collections.
Inside the report:
- The communication gaps that lead 58 percent of consumers to consider switching providers
- Why only 29 percent feel they have the tools to manage healthcare payments
- Where cost and coverage confusion causes patients to delay or avoid care