Patients Abandon Doctors Over Long Waits, Impersonal Care, New Research Reveals
Table of Contents
A new study of 2,000 Americans highlights the critical factors driving patients to seek new healthcare providers, with lengthy wait times and a lack of personalized attention topping the list of frustrations. The research, commissioned by patient communications provider Klara®, a ModMed company, and conducted by Talker Research, underscores a growing demand for convenient, empathetic healthcare experiences.
The 30-Minute Rule: How Long Patients Will Wait
More than half of Americans (52%) will consider switching doctors if forced to sit in a waiting room for more than 30 minutes. The inability to speak with a live person (48%) and difficulty scheduling appointments (41%) are also significant deterrents, according to the survey conducted between May 20 and May 23, 2025. These findings suggest that accessibility and efficient communication are paramount in patient satisfaction.
Interestingly, first impressions are crucial. The average patient makes a decision about whether to return to a doctor within the first 20 minutes of an appointment.
The Hold Time Headache
The frustration extends to phone interactions. Survey respondents reported an average hold time of eight and a half minutes when attempting to schedule appointments. However, their patience is limited – they are only willing to wait approximately 10 minutes on hold before abandoning the attempt, particularly when seeking a new physician.
In an ideal scenario, Americans would like to schedule a first appointment with a new doctor in just seven and a half minutes, including hold time. Difficulty scheduling (31%) and extended hold times (19%) are major pain points when switching providers.
Beyond Logistics: The Need for Trust and Connection
While logistical hurdles are significant, establishing a strong doctor-patient relationship is even more critical. The survey revealed that establishing trust and rapport with a new doctor (54%) and questioning the quality of care (41%) are the most anxiety-inducing aspects of switching providers.
This desire for personalized care is reflected in the reasons Americans would “break up” with their current doctor: low quality of care (58%), feeling unheard or misunderstood (49%), and feeling rushed during appointments (41%). The average American believes a doctor should dedicate at least 20 minutes to a new patient’s first visit.
Technology as a Bridge, Not a Barrier
“Both doctors and patients are busier than ever — with jam-packed schedules and seemingly endless tasks, it’s no surprise that there’s so much pressure on both sides to make the most of what little time they have,” said Irish McIntyre, Chief Product Officer at ModMed. “That’s precisely where technology must act as a bridge, not a barrier. By automating the administrative noise that consumes so much of the day, it’s designed to give back the one resource that matters most: dedicated, uninterrupted time for human connection and care.”
The Role of AI in Healthcare
The survey also explored attitudes toward artificial intelligence in healthcare. While one-third of respondents expressed discomfort with AI’s involvement, others see potential benefits in areas like appointment reminders (37%), prescription refills (29%), and scheduling (23%).
Opinions on AI are divided: 13% believe it enhances care and efficiency and fully trust the technology, while 18% would limit its use to administrative tasks. However, nearly a third remain skeptical, citing concerns about reliability and a lack of personalization.
Personal Touches Still Matter
Despite the potential of AI, personal connections remain vital. Respondents emphasized the importance of doctors remembering their medical history (50%), creating a calm and welcoming environment (48%), and remembering their name and personal details (41%).
“Results found that the top change Americans wish all doctors’ offices would make is more personalized care and attention during visits,” McIntyre explained. “The data tells us that patients want to feel seen and remembered, not processed like a number.” The solution, according to McIntyre, lies in finding the right balance between technology and human interaction, leveraging technology to streamline administrative tasks and free up providers to focus on delivering a deeply human experience.
Ultimately, the survey data underscores a fundamental shift in patient expectations. Patients are not simply seeking medical expertise; they are seeking a healthcare experience that prioritizes their time, their concerns, and their individual needs.
Research methodology: Talker Research surveyed 2,000 Americans who’ve been seen by a doctor within the past year, who have access to the internet.
Worth a look
