Why Do Consumers Not Come Back? (Or Not Show up?)

The stats are telling. 30% of consumers selected a new provider organization or clinician in 2021, up from 26% in 2017. Of these, 25% switched based on negative perceptions or experiences —up from 18% in 2017.

Nearly 80% of consumers who switched provider organizations cite difficulties in doing business, bad experiences with administrative staff, and inadequate digital solutions, according to recent American Hospital Association survey (see Why Patients Leave — 4 Nonnegotiable Consumer Expectations).

And the movers are often of the Gen Z and millennial milieu—these consumers are nearly six times more likely to leave their provider organizations as other . . .