GITNUXREPORT 2025

Customer Experience In The Health Industry Statistics

Enhancing digital communication, personalized care, and quick access improve healthcare experiences.

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

52% of patients prefer to schedule appointments online

Statistic 2

69% of patients prefer digital communication for healthcare appointment reminders

Statistic 3

64% of patients prefer to receive health updates via text messages rather than phone calls

Statistic 4

82% of patients are interested in booking appointments and checking results through mobile apps

Statistic 5

91% of patients want easy and immediate access to their health records

Statistic 6

50% of patients find it difficult to navigate healthcare insurance and billing processes

Statistic 7

41% of patients state that telehealth expands access to healthcare in rural areas

Statistic 8

78% of patients say that their experience determines where they will go for future care

Statistic 9

73% of patients say that friendly and helpful staff significantly impacts their overall experience

Statistic 10

60% of healthcare consumers report that their last healthcare experience met or exceeded their expectations

Statistic 11

44% of patients have switched healthcare providers due to poor customer service

Statistic 12

83% of patients would recommend their healthcare provider, based on customer service rather than clinical care

Statistic 13

65% of healthcare consumers believe that healthcare providers should offer more personalized experiences

Statistic 14

82% of healthcare organizations plan to increase investment in patient experience initiatives

Statistic 15

59% of patients are more likely to stay with a healthcare provider that offers seamless digital communication

Statistic 16

90% of patients agree that communication is the most important factor in a positive healthcare experience

Statistic 17

48% of patients feel that current healthcare experiences are impersonal

Statistic 18

58% of patients are satisfied with virtual consultations

Statistic 19

65% of healthcare executives believe patient experience directly impacts their financial performance

Statistic 20

49% of patients feel that healthcare providers do not adequately communicate treatment plans

Statistic 21

54% of patients are more likely to return to a healthcare provider that provides timely responses

Statistic 22

68% of patients say that reducing wait times improves their overall experience

Statistic 23

55% of patients report that their healthcare provider’s website is an important factor in choosing a provider

Statistic 24

43% of patients have abandoned a healthcare appointment due to poor communication or frustration

Statistic 25

77% of patients believe that healthcare providers should provide more digital self-service options

Statistic 26

63% of healthcare organizations are implementing AI tools to enhance patient engagement

Statistic 27

59% of patients favor mobile apps to track their treatment progress

Statistic 28

71% of patients say personalization of healthcare improves their satisfaction

Statistic 29

64% of healthcare organizations consider improving patient experience a top strategic priority

Statistic 30

54% of consumers look for healthcare providers with good online reviews

Statistic 31

50% of patients believe that healthcare providers should be more proactive in following up after visits

Statistic 32

85% of patients trust providers more when they receive personalized communication

Statistic 33

72% of patients report that the availability of virtual health records enhances their confidence in their healthcare providers

Statistic 34

84% of healthcare organizations have increased their focus on patient experience over the past three years

Statistic 35

74% of patients feel that real-time feedback options improve their overall satisfaction

Statistic 36

58% of healthcare providers use patient experience metrics to improve service quality

Statistic 37

47% of patients say that their healthcare experience would improve with better staff responsiveness

Statistic 38

83% of patients believe improved communication would increase their trust in healthcare providers

Statistic 39

60% of healthcare organizations report that patient experience improvements have led to revenue growth

Statistic 40

72% of patients are more satisfied when healthcare providers use digital tools to communicate

Statistic 41

80% of healthcare execs believe that poor patient experience is a major risk factor for hospital reputation

Statistic 42

65% of patients report frustration with convoluted billing and payment processes

Statistic 43

75% of patients want access to their clinical notes

Statistic 44

48% of patients feel that empathy from healthcare staff improves their experience

Statistic 45

66% of healthcare providers view digital transformation as essential to improving patient experience

Statistic 46

55% of patients consider reduced wait times a top priority for healthcare satisfaction

Statistic 47

54% of healthcare institutions are investing more in staff training on patient communication

Statistic 48

62% of patients say they would switch providers for better digital engagement

Statistic 49

45% of patients feel that the physical environment (waiting rooms, signage) impacts their overall satisfaction

Statistic 50

88% of patients want healthcare providers to give clear, understandable information about their health

Statistic 51

76% of healthcare providers believe that patient experience scores influence their reimbursement rates

Statistic 52

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

Statistic 53

80% of healthcare consumers are willing to share their personal health data for better care

Statistic 54

88% of patients want healthcare managers to be more transparent about costs

Statistic 55

57% of patients are willing to participate in digital health programs if they see personal benefits

Statistic 56

50% of patients with chronic conditions use mobile apps for managing their health

Statistic 57

85% of consumers are more likely to follow medical advice when they receive personalized communication

Statistic 58

70% of patients want hospitals to improve their digital engagement platforms

Statistic 59

70% of patients use digital tools to manage their health

Statistic 60

75% of patients would use telemedicine services again if offered

Statistic 61

55% of patients prefer to consult with healthcare providers through live chat services

Statistic 62

49% of patients expect healthcare providers to offer video consultations

Statistic 63

69% of healthcare consumers expect to increase their use of telehealth in the next year

Statistic 64

72% of patients are more likely to choose a provider with high digital engagement

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Key Highlights

86% of patients are willing to pay more for better patient experience
78% of patients say that their experience determines where they will go for future care
73% of patients say that friendly and helpful staff significantly impacts their overall experience
60% of healthcare consumers report that their last healthcare experience met or exceeded their expectations
44% of patients have switched healthcare providers due to poor customer service
91% of patients want easy and immediate access to their health records
83% of patients would recommend their healthcare provider, based on customer service rather than clinical care
70% of patients use digital tools to manage their health
52% of patients prefer to schedule appointments online
65% of healthcare consumers believe that healthcare providers should offer more personalized experiences
82% of healthcare organizations plan to increase investment in patient experience initiatives
59% of patients are more likely to stay with a healthcare provider that offers seamless digital communication
90% of patients agree that communication is the most important factor in a positive healthcare experience

In an era where 86% of patients are willing to pay more for a superior experience and digital tools are reshaping healthcare interactions, delivering exceptional customer experience has become the ultimate differentiator in the health industry.

Appointment and Communication Preferences

52% of patients prefer to schedule appointments online
69% of patients prefer digital communication for healthcare appointment reminders
64% of patients prefer to receive health updates via text messages rather than phone calls
82% of patients are interested in booking appointments and checking results through mobile apps

Appointment and Communication Preferences Interpretation

With the vast majority of patients increasingly favoring digital channels—from online scheduling to mobile health updates—healthcare providers that lag in digital innovation risk rendering themselves irrelevant in a world where convenience isn't just preferred, but expected.

Healthcare Navigation and Accessibility

91% of patients want easy and immediate access to their health records
50% of patients find it difficult to navigate healthcare insurance and billing processes
41% of patients state that telehealth expands access to healthcare in rural areas

Healthcare Navigation and Accessibility Interpretation

These statistics underscore that while a vast majority of patients crave instant access to their health records and see telehealth as a lifeline for rural care, the labyrinth of insurance and billing remains a formidable obstacle, highlighting the urgent need for a healthcare experience that's both seamless and accessible.

Patient Experience and Satisfaction

78% of patients say that their experience determines where they will go for future care
73% of patients say that friendly and helpful staff significantly impacts their overall experience
60% of healthcare consumers report that their last healthcare experience met or exceeded their expectations
44% of patients have switched healthcare providers due to poor customer service
83% of patients would recommend their healthcare provider, based on customer service rather than clinical care
65% of healthcare consumers believe that healthcare providers should offer more personalized experiences
82% of healthcare organizations plan to increase investment in patient experience initiatives
59% of patients are more likely to stay with a healthcare provider that offers seamless digital communication
90% of patients agree that communication is the most important factor in a positive healthcare experience
48% of patients feel that current healthcare experiences are impersonal
58% of patients are satisfied with virtual consultations
65% of healthcare executives believe patient experience directly impacts their financial performance
49% of patients feel that healthcare providers do not adequately communicate treatment plans
54% of patients are more likely to return to a healthcare provider that provides timely responses
68% of patients say that reducing wait times improves their overall experience
55% of patients report that their healthcare provider’s website is an important factor in choosing a provider
43% of patients have abandoned a healthcare appointment due to poor communication or frustration
77% of patients believe that healthcare providers should provide more digital self-service options
63% of healthcare organizations are implementing AI tools to enhance patient engagement
59% of patients favor mobile apps to track their treatment progress
71% of patients say personalization of healthcare improves their satisfaction
64% of healthcare organizations consider improving patient experience a top strategic priority
54% of consumers look for healthcare providers with good online reviews
50% of patients believe that healthcare providers should be more proactive in following up after visits
85% of patients trust providers more when they receive personalized communication
72% of patients report that the availability of virtual health records enhances their confidence in their healthcare providers
84% of healthcare organizations have increased their focus on patient experience over the past three years
74% of patients feel that real-time feedback options improve their overall satisfaction
58% of healthcare providers use patient experience metrics to improve service quality
47% of patients say that their healthcare experience would improve with better staff responsiveness
83% of patients believe improved communication would increase their trust in healthcare providers
60% of healthcare organizations report that patient experience improvements have led to revenue growth
72% of patients are more satisfied when healthcare providers use digital tools to communicate
80% of healthcare execs believe that poor patient experience is a major risk factor for hospital reputation
65% of patients report frustration with convoluted billing and payment processes
75% of patients want access to their clinical notes
48% of patients feel that empathy from healthcare staff improves their experience
66% of healthcare providers view digital transformation as essential to improving patient experience
55% of patients consider reduced wait times a top priority for healthcare satisfaction
54% of healthcare institutions are investing more in staff training on patient communication
62% of patients say they would switch providers for better digital engagement
45% of patients feel that the physical environment (waiting rooms, signage) impacts their overall satisfaction
88% of patients want healthcare providers to give clear, understandable information about their health
76% of healthcare providers believe that patient experience scores influence their reimbursement rates

Patient Experience and Satisfaction Interpretation

In an industry where clinical excellence is vital, it’s clear that 78% of patients’ future choices hinge more on a healthcare provider’s human touch and digital communication than on the treatment itself, emphasizing that in medicine, empathy and connectivity are becoming just as essential as expertise.

Patient Willingness to Pay and Value Perception

86% of patients are willing to pay more for better patient experience
80% of healthcare consumers are willing to share their personal health data for better care
88% of patients want healthcare managers to be more transparent about costs
57% of patients are willing to participate in digital health programs if they see personal benefits
50% of patients with chronic conditions use mobile apps for managing their health
85% of consumers are more likely to follow medical advice when they receive personalized communication
70% of patients want hospitals to improve their digital engagement platforms

Patient Willingness to Pay and Value Perception Interpretation

As patients increasingly prioritize personalized, transparent, and digitally integrated care—willing to pay more and share data—health providers must elevate their engagement game or risk disconnecting from the modern patient's expectations.

Telehealth Preferences and Adoption

70% of patients use digital tools to manage their health
75% of patients would use telemedicine services again if offered
55% of patients prefer to consult with healthcare providers through live chat services
49% of patients expect healthcare providers to offer video consultations
69% of healthcare consumers expect to increase their use of telehealth in the next year
72% of patients are more likely to choose a provider with high digital engagement

Telehealth Preferences and Adoption Interpretation

As healthcare steadily shifts into the digital realm, patients are not only eager to manage their health online but also increasingly choosing providers who meet their high-tech expectations, making virtual convenience a critical factor in today's patient-provider loyalty equation.