Survey shows 65% of US patients would consider switching doctors if clinic staff were rude: They also prefer scheduling appointments and paying bills online
- Many patients in the US are choosing to switch doctors for reasons that may have nothing to do with the treatment itself, according to a new survey
- Around 65% of patients find it important that the clinic staff is friendly, while many also consider the doctor’s punctuality to be very important
- The ability to book appointments, check in and pay bills online is also important to many patients
- On average, a patient makes up to four “mistakes” with a doctor before deciding to switch clinics
Patients in US doctor’s offices consider much more than just medical care when evaluating their experiences internally, according to a new survey. Many also note the friendliness and punctuality of staff, whether they can manage appointments online, and other ancillary factors when deciding whether to return or seek a new doctor.
A survey conducted by OnePoll, a private survey service, found that 65 percent of patients consider how rude friendly clinic staff are when deciding to switch doctors. Nearly 70 percent also said they prefer their doctor to be personable and engaging with them.
The use of modern technology is also important. Almost half of patients said they would like to see medical test results online, and 60 percent said they would rather pay their medical bills online.
In general, the average patient seems to allow up to three or four “mistakes” with a new doctor before considering moving to another clinic. The survey shows that many of these errors are largely out of the hands of physicians.
Patients in the US value their doctor’s timeliness and knowledge most when deciding whether to stay or switch to a new doctor. They also appreciate some things that might be out of the doctor’s control, such as the friendliness of the staff
“The survey shows that patients want to be able to easily schedule appointments and communicate with their provider before, during and after an appointment, a trend that started before the pandemic but has accelerated as a result,” Daniel Cane, ModMed’s CEO, which commissioned the study, said in a statement.
“Patients are increasingly interested in taking a more prominent role in the management of their healthcare.
“From scheduling your own appointments to accessing medical records to making payments over your phone, the desire for patient involvement is growing.”
Researchers collected data from 2,000 participants for the survey. A quarter of them had no health care.
Each was asked how often they changed doctors and why they needed to do so.
The most common reasons patients see a new doctor were usually things beyond their control — 40 percent indicated a switch in insurance and 35 percent said they switched because they moved to a new city were.
However, more than a third, 35 percent, said they had recently switched to a “better match” doctor.
Many patients find it important to be able to book appointments, check in and pay medical bills online (file photo)
Many people seem to switch doctors for other reasons. When asked, 79 percent of those surveyed said that their doctor’s punctuality was either a “very” or “somewhat” important factor for them.
The survey found that, on average, patients waited a maximum of 30 minutes in the waiting room and 85 minutes in the exam room for the doctor to get anything done 40 minutes after the appointment before they started feeling frustrated.
Another important factor was the physician’s perceived knowledge and thoroughness – 71 percent found this to be either very or fairly important.
Just over three-quarters, 77 percent, also said the doctor’s sympathy and commitment were important in determining whether they decided to stay.
However, some of the factors are not directly related to the doctor himself.
Almost two thirds of the patients stated that the friendliness of the clinic staff was important to them.
The use of online tools in healthcare is also important to many patients.
More than 60 percent said that both making appointments online and paying bills are important to them.
The study found that patients make an average of four “mistakes” with a doctor before making the decision to switch.