Study Reveals US Healthcare Consumers will Switch Providers over Poor Digital Experiences

Study Reveals US Healthcare Consumers will Switch Providers over Poor Digital Experiences

Approximately 41 percent stated that they would stop going to their healthcare provider due to a poor digital experience. More notably, approximately one in five have already stopped or switched providers because of a poor digital experience.

FREMONT, CA: Cedar, a patient payment and engagement platform, has declared results from its 2019 US Healthcare Consumer Experience Study, finding that over half of healthcare consumers are frustrated over their provider's insufficient digital experiences. The study, which conducted in-depth interviews of over 1,600 healthcare consumers, also discovered that — even though the provider-patient relationship is sometimes considered the hardest to break — many are willing to quit their providers over poor digital experiences.

Approximately 41 percent stated that they would stop going to their healthcare provider due to a poor digital experience. More notably, approximately one in five have already stopped or switched providers because of a poor digital experience.

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

• 3x as likely (61 percent) to consider switching providers because of a poor digital experience compared to the over-65 population (21 percent).

• 4x as likely (29 percent) to have already abandoned a provider over a poor digital experience in comparison with the over-65 population (6%).

"Similar to the scenarios that have played out in other industries like e-commerce, healthcare providers are now being judged by the digital experience they provide their patients," stated Florian Otto, founder and CEO of Cedar. "While technology has rapidly innovated how we treat patients on the clinical side, administrative processes have yet to catch up. Modern consumers — armed with new levels of data, treatment options and heightened expectations — now demand more and the industry must rise to the challenge."