GITNUXREPORT 2025

Customer Experience In The Medical Industry Statistics

Patients prioritize communication, personalization, and digital access in healthcare.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

40% of patients have used online reviews to select a healthcare provider

Statistic 2

80% of patients want easier access to their health data

Statistic 3

45% of patients prefer telehealth services over in-person visits

Statistic 4

72% of patients want their provider to be accessible outside of regular hours

Statistic 5

47% of patients would switch to a provider who offers better digital solutions

Statistic 6

65% of patients access digital tools for health management

Statistic 7

67% of patients would choose a provider who offers telehealth for convenience

Statistic 8

71% of healthcare organizations are planning to increase investment in patient engagement platforms

Statistic 9

63% of patients prefer to communicate via secure messaging rather than phone calls

Statistic 10

81% of patients believe that healthcare providers should improve digital health literacy

Statistic 11

72% of healthcare providers believe improving patient communication boosts loyalty

Statistic 12

80% of patients say that personalized experiences increase their loyalty

Statistic 13

86% of patients are willing to pay more for better customer experience in healthcare

Statistic 14

70% of healthcare consumers say patient experience is a major factor in choosing a provider

Statistic 15

75% of patients would recommend their healthcare provider based on good service quality

Statistic 16

78% of patients report that easy appointment scheduling enhances their experience

Statistic 17

65% of patients feel that providers who follow up after visits have higher satisfaction levels

Statistic 18

85% of healthcare organizations plan to invest more in patient experience technology

Statistic 19

55% of patients prefer digital communication with providers

Statistic 20

57% of patients report that seamless digital portals improve their overall healthcare experience

Statistic 21

69% of patients are more likely to stick with a provider if the digital experience is efficient

Statistic 22

65% of healthcare consumers would switch providers due to poor customer service

Statistic 23

77% of patients say that immediate access to test results improves their experience

Statistic 24

52% of healthcare providers see customer experience as a competitive differentiator

Statistic 25

90% of healthcare workers believe that good patient experience leads to better health outcomes

Statistic 26

63% of patients feel that empathy from healthcare providers significantly enhances their experience

Statistic 27

78% of patients say that digital appointment reminders improve adherence

Statistic 28

73% of healthcare organizations report that patient feedback has led to quality improvements

Statistic 29

88% of patients preserve faith in healthcare when they experience excellent customer service

Statistic 30

58% of healthcare providers believe that patient experience directly impacts their revenue

Statistic 31

85% of patients consider easy access to care as critical to their overall satisfaction

Statistic 32

62% of patients who use digital portals report higher satisfaction levels

Statistic 33

67% of healthcare personnel feel that patient experience initiatives improve overall care quality

Statistic 34

84% of patients prefer providers who proactively follow up after treatment

Statistic 35

69% of patients express concern over data privacy in digital health services

Statistic 36

80% of patients say that friendly staff enhances their experience

Statistic 37

76% of healthcare organizations plan to implement more AI-driven solutions to improve patient experience

Statistic 38

55% of patients want healthcare providers to be more empathetic

Statistic 39

74% of healthcare organizations report increased patient satisfaction after implementing patient portals

Statistic 40

87% of healthcare professionals believe that improving patient experience reduces readmission rates

Statistic 41

59% of patients feel that healthcare providers should better incorporate technology into everyday practice

Statistic 42

46% of patients rate high responsiveness from staff as a top contributing factor to positive experience

Statistic 43

84% of patients say they feel more valued when providers listen carefully and show empathy

Statistic 44

54% of patients are more likely to follow medical advice if they have a positive experience

Statistic 45

78% of healthcare providers agree that patient satisfaction scores impact reimbursement

Statistic 46

85% of healthcare organizations see improved outcomes when focusing on patient experience

Statistic 47

73% of patients are more likely to return to a provider that offers digital check-in

Statistic 48

60% of patients believe that healthcare providers should do more to improve communication

Statistic 49

54% of patients are dissatisfied when communication is poor

Statistic 50

4 in 5 patients expect providers to communicate clearly and transparently

Statistic 51

66% of patients are willing to share their health data if it benefits their care

Statistic 52

50% of patients believe that improved communication reduces medical errors

Statistic 53

89% of patients believe that transparency about wait times improves satisfaction

Statistic 54

82% of patients report that personalized communication improves their trust in healthcare providers

Statistic 55

68% of patients want more transparency about their treatment options

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Sources

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Key Highlights

86% of patients are willing to pay more for better customer experience in healthcare
70% of healthcare consumers say patient experience is a major factor in choosing a provider
60% of patients believe that healthcare providers should do more to improve communication
75% of patients would recommend their healthcare provider based on good service quality
78% of patients report that easy appointment scheduling enhances their experience
65% of patients feel that providers who follow up after visits have higher satisfaction levels
40% of patients have used online reviews to select a healthcare provider
72% of healthcare providers believe improving patient communication boosts loyalty
54% of patients are dissatisfied when communication is poor
85% of healthcare organizations plan to invest more in patient experience technology
55% of patients prefer digital communication with providers
80% of patients say that personalized experiences increase their loyalty
57% of patients report that seamless digital portals improve their overall healthcare experience

Did you know that an overwhelming 86% of patients are willing to pay more for better customer experience, revealing that exceptional service is now a crucial differentiator in healthcare?

Digital Engagement and Accessibility

40% of patients have used online reviews to select a healthcare provider
80% of patients want easier access to their health data
45% of patients prefer telehealth services over in-person visits
72% of patients want their provider to be accessible outside of regular hours
47% of patients would switch to a provider who offers better digital solutions
65% of patients access digital tools for health management
67% of patients would choose a provider who offers telehealth for convenience
71% of healthcare organizations are planning to increase investment in patient engagement platforms
63% of patients prefer to communicate via secure messaging rather than phone calls
81% of patients believe that healthcare providers should improve digital health literacy

Digital Engagement and Accessibility Interpretation

As patient expectations shift from traditional visits to digital convenience and transparency, healthcare providers must embrace the digital revolution or risk losing trust to more tech-savvy competitors.

Patient Loyalty and Trust

72% of healthcare providers believe improving patient communication boosts loyalty
80% of patients say that personalized experiences increase their loyalty

Patient Loyalty and Trust Interpretation

With 72% of providers recognizing that better communication fosters loyalty and 80% of patients responding that personalization does the same, it's clear that in healthcare, tailoring conversations isn't just good manners—it's good medicine for retention.

Patient Satisfaction and Experience

86% of patients are willing to pay more for better customer experience in healthcare
70% of healthcare consumers say patient experience is a major factor in choosing a provider
75% of patients would recommend their healthcare provider based on good service quality
78% of patients report that easy appointment scheduling enhances their experience
65% of patients feel that providers who follow up after visits have higher satisfaction levels
85% of healthcare organizations plan to invest more in patient experience technology
55% of patients prefer digital communication with providers
57% of patients report that seamless digital portals improve their overall healthcare experience
69% of patients are more likely to stick with a provider if the digital experience is efficient
65% of healthcare consumers would switch providers due to poor customer service
77% of patients say that immediate access to test results improves their experience
52% of healthcare providers see customer experience as a competitive differentiator
90% of healthcare workers believe that good patient experience leads to better health outcomes
63% of patients feel that empathy from healthcare providers significantly enhances their experience
78% of patients say that digital appointment reminders improve adherence
73% of healthcare organizations report that patient feedback has led to quality improvements
88% of patients preserve faith in healthcare when they experience excellent customer service
58% of healthcare providers believe that patient experience directly impacts their revenue
85% of patients consider easy access to care as critical to their overall satisfaction
62% of patients who use digital portals report higher satisfaction levels
67% of healthcare personnel feel that patient experience initiatives improve overall care quality
84% of patients prefer providers who proactively follow up after treatment
69% of patients express concern over data privacy in digital health services
80% of patients say that friendly staff enhances their experience
76% of healthcare organizations plan to implement more AI-driven solutions to improve patient experience
55% of patients want healthcare providers to be more empathetic
74% of healthcare organizations report increased patient satisfaction after implementing patient portals
87% of healthcare professionals believe that improving patient experience reduces readmission rates
59% of patients feel that healthcare providers should better incorporate technology into everyday practice
46% of patients rate high responsiveness from staff as a top contributing factor to positive experience
84% of patients say they feel more valued when providers listen carefully and show empathy
54% of patients are more likely to follow medical advice if they have a positive experience
78% of healthcare providers agree that patient satisfaction scores impact reimbursement
85% of healthcare organizations see improved outcomes when focusing on patient experience
73% of patients are more likely to return to a provider that offers digital check-in

Patient Satisfaction and Experience Interpretation

With 86% of patients willing to pay more for better healthcare experiences and 90% trusting that excellent service leads to better outcomes, it's clear that in modern healthcare, exceptional patient experience is not just good manners—it's a vital investment shaping reputation, loyalty, and ultimately, success.

Provider Transparency and Communication

60% of patients believe that healthcare providers should do more to improve communication
54% of patients are dissatisfied when communication is poor
4 in 5 patients expect providers to communicate clearly and transparently
66% of patients are willing to share their health data if it benefits their care
50% of patients believe that improved communication reduces medical errors
89% of patients believe that transparency about wait times improves satisfaction
82% of patients report that personalized communication improves their trust in healthcare providers
68% of patients want more transparency about their treatment options

Provider Transparency and Communication Interpretation

Despite overwhelming patient expectations for clear, transparent, and personalized communication—highlighted by nearly 90% craving greater transparency and over half linking better dialogue to safer care—healthcare providers still have a long way to go before full trust and satisfaction become the norm rather than the exception.