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.