Overview
- Top immediate turn-offs were waiting more than 30 minutes (52%), not reaching a human by phone (48%), and difficulty scheduling (41%).
- Patients decide within about 20 minutes whether to return to a new doctor, and they expect at least 20 minutes for a first visit.
- Callers report holding an average of 8.5 minutes, say they would hang up after roughly 10 minutes with a new office, and want the entire first-appointment scheduling process to take about 7.5 minutes.
- Trust and rapport loom large when switching, with 54% citing this as the hardest part and 41% worried about care quality, while ongoing relationships end most often over low quality (58%), not feeling heard (49%), or feeling rushed (41%).
- Views on AI are split, with about one-third uncomfortable with any role, some favoring administrative uses such as reminders (37%), refills (29%), and scheduling (23%), and trust ranging from 13% complete trust to 18% limiting AI to admin tasks.