As consumers have started returning to in-person health care, they have also become more comfortable with switching providers. In addition, younger consumers are more likely to switch providers than older ones. 
A report from Accenture found that 30% of patients had selected a new provider in 2021, which is up from 26% in 2017. Gen Z and millennial patients were six times more likely to switch providers.
Among those patients who switched, 25% switched due to dissatisfaction with their previous provider, up from 18% in 2017. Other reasons for switching included:
- Issues with getting through the care experience
- Problems with administrative staff
- Subpar technologies
When looking for a new provider, access was one of the most important factors under consideration. This included:
- Distance to provider’s location
- How quickly an appointment could be made
- Appointments available during off hours
- Availability of telehealth options
Another important factor in choosing a new provider was a trusted referral source.