GITNUXREPORT 2025

Customer Experience In The Health Care Industry Statistics

Patients prioritize digital, personalized care, communication, and customer service.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

56% of healthcare providers have implemented telehealth solutions to enhance patient experience

Statistic 2

81% of healthcare providers plan to expand digital patient engagement tools in next year

Statistic 3

61% of healthcare organizations plan to invest in AI-powered customer service tools

Statistic 4

60% of healthcare companies are investing more heavily into digital transformation to enhance patient experience

Statistic 5

81% of hospitals have adopted patient portal systems to improve engagement

Statistic 6

76% of healthcare consumers prefer digital communication channels such as portals or apps to interact with providers

Statistic 7

60% of patients trust their healthcare provider more when they have access to complete and clear information

Statistic 8

85% of patients are more likely to stay with a healthcare provider that offers digital engagement options

Statistic 9

59% of patients prefer personalized care and communication from their healthcare providers

Statistic 10

65% of healthcare consumers utilize mobile apps for managing their health

Statistic 11

68% of patients want their healthcare providers to use digital solutions to improve communication

Statistic 12

45% of patients have experienced duplicate tests or procedures due to poor communication between providers

Statistic 13

73% of patients feel that better access to their health records improves trust and engagement

Statistic 14

76% of patients prefer healthcare providers that offer multiple communication channels, such as phone, email, and chat

Statistic 15

47% of patients admit to feeling anxious about their healthcare experiences and want more reassurance from staff

Statistic 16

68% of healthcare providers prioritize training staff in patient communication to improve experience

Statistic 17

59% of patients report that their healthcare provider’s clarity and honesty affect their overall trust

Statistic 18

55% of patients think that healthcare providers should dedicate more time to patient education

Statistic 19

82% of patients expect healthcare providers to offer online appointment scheduling

Statistic 20

88% of patients are willing to share their health data if it improves their healthcare experience

Statistic 21

64% of patients would switch to a new healthcare provider for better customer service

Statistic 22

79% of patients say that transparency about costs influences their choice of healthcare provider

Statistic 23

53% of patients would switch to telehealth if it was more widely available and easy to use

Statistic 24

66% of patients consider ease of scheduling as crucial to their overall healthcare experience

Statistic 25

79% of patients are more likely to share feedback when they see their suggestions lead to change

Statistic 26

88% of patients prefer healthcare interactions that are simple, fast, and convenient

Statistic 27

61% of patients have reported that healthcare mobile apps help them better manage chronic conditions

Statistic 28

85% of patients trust online health information when provided by reputable sources

Statistic 29

73% of patients want easier access to their medical history and test results online

Statistic 30

53% of patients are willing to pay extra for faster or more personalized healthcare services

Statistic 31

70% of patients prefer telehealth consultations over in-person visits for certain types of care

Statistic 32

65% of healthcare consumers seek online reviews before choosing a provider

Statistic 33

68% of patients would participate more actively in their care if they had better digital tools for self-management

Statistic 34

86% of patients are willing to pay more for better patient experience

Statistic 35

70% of healthcare consumers consider patient experience as a top factor in choosing healthcare providers

Statistic 36

78% of patients gauge healthcare provider quality based on their overall experience

Statistic 37

66% of patients have reported that poor communication with their healthcare provider negatively impacts their experience

Statistic 38

90% of healthcare organizations recognize patient experience as a key factor for quality care

Statistic 39

65% of patients report that hospital staff attitudes affect their overall satisfaction

Statistic 40

80% of healthcare executives believe that improving patient experience leads to better health outcomes

Statistic 41

58% of patients have abandoned a healthcare provider due to poor customer service

Statistic 42

74% of patients say that easy access to appointment times improves their experience

Statistic 43

69% of healthcare consumers use online reviews as part of their decision-making process

Statistic 44

72% of patients feel that telehealth improves access to healthcare

Statistic 45

65% of healthcare organizations report an increase in patient satisfaction after implementing mobile health apps

Statistic 46

77% of healthcare providers identified patient feedback as critical in guiding service improvements

Statistic 47

54% of patients report that long wait times negatively impact their overall experience

Statistic 48

70% of patients consider staff's responsiveness when rating their experience

Statistic 49

55% of patients report feeling that their healthcare experiences are inconsistent across providers

Statistic 50

87% of healthcare providers believe that technology enhances patient engagement and satisfaction

Statistic 51

71% of patients believe that proactive communication from providers improves their experience

Statistic 52

62% of healthcare organizations have seen a measurable increase in patient satisfaction after implementing customer-centric programs

Statistic 53

69% of patients report that emotional support from healthcare staff enhances their overall experience

Statistic 54

85% of healthcare organizations believe that customized digital experiences lead to better patient outcomes

Statistic 55

72% of healthcare providers see a positive impact on financial performance after focusing on patient experience

Statistic 56

54% of patients feel that versioning or improvements in digital tools directly influence their satisfaction levels

Statistic 57

65% of healthcare consumers think that innovative digital tools improve their overall trust in healthcare providers

Statistic 58

74% of healthcare executives believe that integrating patient experience data with clinical data improves care quality

Statistic 59

55% of patients rate their healthcare experience as poor when they encounter unprofessional behavior from staff

Statistic 60

87% of healthcare providers agree that digital engagement improves patient satisfaction

Statistic 61

78% of healthcare organizations have increased their focus on customer experience initiatives in recent years

Statistic 62

73% of patients report that consistent communication with providers enhances their care experience

Statistic 63

85% of patients would recommend their healthcare provider if they had a positive experience

Statistic 64

83% of patients are more likely to recommend a healthcare provider with excellent customer service

Statistic 65

54% of healthcare providers see an increase in patient loyalty after improving their customer experience strategies

Statistic 66

62% of healthcare organizations cite improved patient retention as a direct benefit of enhanced customer experience

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Sources

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Key Highlights

86% of patients are willing to pay more for better patient experience
70% of healthcare consumers consider patient experience as a top factor in choosing healthcare providers
78% of patients gauge healthcare provider quality based on their overall experience
66% of patients have reported that poor communication with their healthcare provider negatively impacts their experience
76% of healthcare consumers prefer digital communication channels such as portals or apps to interact with providers
60% of patients trust their healthcare provider more when they have access to complete and clear information
90% of healthcare organizations recognize patient experience as a key factor for quality care
65% of patients report that hospital staff attitudes affect their overall satisfaction
80% of healthcare executives believe that improving patient experience leads to better health outcomes
58% of patients have abandoned a healthcare provider due to poor customer service
82% of patients expect healthcare providers to offer online appointment scheduling
74% of patients say that easy access to appointment times improves their experience
69% of healthcare consumers use online reviews as part of their decision-making process

In an era where 86% of patients are willing to pay more for better experiences and digital communication channels are rapidly transforming care, the healthcare industry is increasingly recognizing that exceptional customer experience is the key to building trust, loyalty, and better health outcomes.

Digital and Technological Adoption

56% of healthcare providers have implemented telehealth solutions to enhance patient experience
81% of healthcare providers plan to expand digital patient engagement tools in next year
61% of healthcare organizations plan to invest in AI-powered customer service tools
60% of healthcare companies are investing more heavily into digital transformation to enhance patient experience
81% of hospitals have adopted patient portal systems to improve engagement

Digital and Technological Adoption Interpretation

As healthcare providers double down on digital innovations—from telehealth to AI-powered support—it's clear that enhancing patient experience has become the ultimate prescription for staying ahead in the evolving landscape of medical care.

Patient Engagement and Communication

76% of healthcare consumers prefer digital communication channels such as portals or apps to interact with providers
60% of patients trust their healthcare provider more when they have access to complete and clear information
85% of patients are more likely to stay with a healthcare provider that offers digital engagement options
59% of patients prefer personalized care and communication from their healthcare providers
65% of healthcare consumers utilize mobile apps for managing their health
68% of patients want their healthcare providers to use digital solutions to improve communication
45% of patients have experienced duplicate tests or procedures due to poor communication between providers
73% of patients feel that better access to their health records improves trust and engagement
76% of patients prefer healthcare providers that offer multiple communication channels, such as phone, email, and chat
47% of patients admit to feeling anxious about their healthcare experiences and want more reassurance from staff
68% of healthcare providers prioritize training staff in patient communication to improve experience
59% of patients report that their healthcare provider’s clarity and honesty affect their overall trust
55% of patients think that healthcare providers should dedicate more time to patient education

Patient Engagement and Communication Interpretation

In an era where 76% of patients favor digital channels and 85% are more loyal to providers offering such engagement, it’s clear that transparency, personalization, and seamless communication are no longer optional but essential for earning trust and ensuring patient-centered care—yet almost half still grapple with anxiety and incomplete information, highlighting a pressing need for healthcare to evolve beyond traditional boundaries.

Patient Willingness and Preferences

82% of patients expect healthcare providers to offer online appointment scheduling
88% of patients are willing to share their health data if it improves their healthcare experience
64% of patients would switch to a new healthcare provider for better customer service
79% of patients say that transparency about costs influences their choice of healthcare provider
53% of patients would switch to telehealth if it was more widely available and easy to use
66% of patients consider ease of scheduling as crucial to their overall healthcare experience
79% of patients are more likely to share feedback when they see their suggestions lead to change
88% of patients prefer healthcare interactions that are simple, fast, and convenient
61% of patients have reported that healthcare mobile apps help them better manage chronic conditions
85% of patients trust online health information when provided by reputable sources
73% of patients want easier access to their medical history and test results online
53% of patients are willing to pay extra for faster or more personalized healthcare services
70% of patients prefer telehealth consultations over in-person visits for certain types of care
65% of healthcare consumers seek online reviews before choosing a provider
68% of patients would participate more actively in their care if they had better digital tools for self-management

Patient Willingness and Preferences Interpretation

In an era where 88% of patients crave simplicity and 82% expect online appointment scheduling, healthcare providers must embrace digital transformation—not just to stay competitive, but to truly meet the modern patient's demand for transparent, convenient, and personalized care.

Perceived Quality and Satisfaction

86% of patients are willing to pay more for better patient experience
70% of healthcare consumers consider patient experience as a top factor in choosing healthcare providers
78% of patients gauge healthcare provider quality based on their overall experience
66% of patients have reported that poor communication with their healthcare provider negatively impacts their experience
90% of healthcare organizations recognize patient experience as a key factor for quality care
65% of patients report that hospital staff attitudes affect their overall satisfaction
80% of healthcare executives believe that improving patient experience leads to better health outcomes
58% of patients have abandoned a healthcare provider due to poor customer service
74% of patients say that easy access to appointment times improves their experience
69% of healthcare consumers use online reviews as part of their decision-making process
72% of patients feel that telehealth improves access to healthcare
65% of healthcare organizations report an increase in patient satisfaction after implementing mobile health apps
77% of healthcare providers identified patient feedback as critical in guiding service improvements
54% of patients report that long wait times negatively impact their overall experience
70% of patients consider staff's responsiveness when rating their experience
55% of patients report feeling that their healthcare experiences are inconsistent across providers
87% of healthcare providers believe that technology enhances patient engagement and satisfaction
71% of patients believe that proactive communication from providers improves their experience
62% of healthcare organizations have seen a measurable increase in patient satisfaction after implementing customer-centric programs
69% of patients report that emotional support from healthcare staff enhances their overall experience
85% of healthcare organizations believe that customized digital experiences lead to better patient outcomes
72% of healthcare providers see a positive impact on financial performance after focusing on patient experience
54% of patients feel that versioning or improvements in digital tools directly influence their satisfaction levels
65% of healthcare consumers think that innovative digital tools improve their overall trust in healthcare providers
74% of healthcare executives believe that integrating patient experience data with clinical data improves care quality
55% of patients rate their healthcare experience as poor when they encounter unprofessional behavior from staff
87% of healthcare providers agree that digital engagement improves patient satisfaction
78% of healthcare organizations have increased their focus on customer experience initiatives in recent years
73% of patients report that consistent communication with providers enhances their care experience
85% of patients would recommend their healthcare provider if they had a positive experience

Perceived Quality and Satisfaction Interpretation

With over 80% of patients valuing experience enough to pay more and nearly the same percentage willing to recommend their providers, the message is clear: in healthcare, just like in hospitality, a positive patient journey isn't just good manners—it's good medicine.

Recommendations and Loyalty

83% of patients are more likely to recommend a healthcare provider with excellent customer service
54% of healthcare providers see an increase in patient loyalty after improving their customer experience strategies
62% of healthcare organizations cite improved patient retention as a direct benefit of enhanced customer experience

Recommendations and Loyalty Interpretation

These statistics reveal that when healthcare providers prioritize exceptional customer service, not only do patients become more loyal and willing to recommend, but healthcare organizations also enjoy tangible gains in patient retention—proving that in health, as in customer service, kindness and quality truly go hand in hand.