A recent survey has identified the leading factors that prompt patients to seek new healthcare providers. Conducted by Talker Research on behalf of Klara, a ModMed company, the study surveyed 2,000 Americans who visited a doctor within the past year. The findings reveal that prolonged waiting times, inadequate communication, and scheduling difficulties are significant reasons for patients to change their doctors.
Among the respondents, 52% reported that waiting more than 30 minutes in a doctor’s office is a major deterrent. Additionally, 48% expressed frustration with being unable to speak to a live person when scheduling appointments, while 41% cited difficulties in securing appointments as a key issue. The survey also highlighted that patients are generally willing to remain on hold for up to 10 minutes when attempting to book with a new provider, yet they typically experience an average hold time of 8.5 minutes.
First Impressions and Patient Concerns
The research indicates that first impressions significantly impact a patient’s decision to return to a doctor. Patients typically form their opinion within the first 20 minutes of an appointment. In an ideal scenario, the survey suggests that Americans would prefer to schedule their initial appointment in just 7.5 minutes, including hold time.
Concerns about the quality of care and establishing rapport with a new doctor also weigh heavily on patients. Approximately 54% of those surveyed expressed anxiety about building trust with a new healthcare provider. Furthermore, 41% questioned the quality of care they might receive, underscoring the importance of personal connection in healthcare.
The survey results also revealed the main reasons patients would consider “breaking up” with their current doctor. The predominant factors include a perceived low quality of care at 58%, feeling unheard or misunderstood at 49%, and a sense of being rushed during appointments at 41%. On average, respondents believe a doctor should allocate at least 20 minutes for a first visit.
The Role of Technology in Healthcare
According to Irish McIntyre, Chief Product Officer at ModMed, the findings reflect the busy schedules of both patients and doctors. “Both doctors and patients are busier than ever — with jam-packed schedules and seemingly endless tasks,” McIntyre said. “This pressure on both sides highlights the need for technology to serve as a bridge, not a barrier, in healthcare.”
While the survey indicates that a third of respondents are uncomfortable with artificial intelligence (AI) being involved in their healthcare, many see potential benefits. For instance, 37% believe AI could assist with appointment reminders, 29% see it as useful for prescription refills, and 23% support its role in scheduling appointments. Trust in AI varies significantly, with 13% of participants fully trusting technology to enhance care, while 18% prefer to limit AI to administrative tasks. Notably, nearly a third of respondents expressed skepticism about AI, citing concerns over its reliability and interpersonal nature.
The survey also highlighted that patients value personal touches in healthcare. Key factors that enhance their experience include remembering medical history at 50%, fostering a calm and welcoming environment at 48%, and acknowledging patients by name and remembering personal details at 41%.
“The data tells us that patients want to feel seen and remembered, not processed like a number,” McIntyre stated. The findings suggest that the solution lies not in avoiding technology but in balancing it with quality interactions. When administrative tasks are streamlined through reliable technology, healthcare providers can dedicate more time to meaningful patient interactions.
The survey was conducted online from May 20 to May 23, 2025, and targeted Americans who have visited a doctor in the past year and have internet access. For more details on the methodology, interested parties can visit the Talker Research Process and Methodology page.
