New research has highlighted the primary reasons patients choose to change their doctors, revealing critical insights into their experiences and expectations. A survey conducted by Talker Research on behalf of Klara, a company under ModMed, involved 2,000 Americans who visited a doctor in the past year. The findings indicate that long wait times and poor communication practices are significant factors driving patients away.
Key Findings from the Survey
The survey indicates that over half of respondents, approximately 52%, would consider switching doctors after waiting more than 30 minutes in the waiting room. Additionally, 48% expressed frustration over the inability to speak with a human being when attempting to schedule an appointment, while 41% cited difficulties in securing an appointment as a major deterrent.
First impressions also play a crucial role in patient satisfaction. The study found that it takes an average of just 20 minutes into an appointment for patients to decide whether they would return to the doctor. Most respondents reported waiting on hold for an average of 8.5 minutes when calling a doctor’s office. Interestingly, they indicated a willingness to remain on hold for only about 10 minutes before disconnecting when attempting to schedule with a new provider.
In an ideal scenario, Americans would prefer to spend just 7.5 minutes scheduling their first appointment, including hold time. Beyond administrative hurdles, patients highlighted deeper concerns about the quality of care. Establishing trust with a new doctor ranked as the most anxiety-inducing factor for 54% of those surveyed, while 41% questioned the quality of care they would receive.
Reasons for Changing Doctors
The survey also explored why patients would choose to “break up” with their current doctors. The leading reasons include dissatisfaction with the quality of care (58%), feeling unheard or misunderstood (49%), and experiencing a rushed appointment (41%). Respondents indicated that they believe a physician should spend at least 20 minutes with a new patient during their first visit to establish a rapport.
According to Irish McIntyre, Chief Product Officer at ModMed, the increasing demands on both doctors and patients highlight the need for improved communication and efficiency. “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,” McIntyre stated. He emphasized that technology should serve as an aid, facilitating better interactions rather than complicating them.
The survey also shed light on the role of artificial intelligence (AI) in healthcare. While a third of respondents expressed discomfort with AI’s involvement in their healthcare, others saw potential benefits in areas such as appointment reminders (37%), prescription refills (29%), and scheduling appointments (23%). Trust in AI remains divided, with 13% of respondents believing it enhances care and efficiency, while 18% expressed caution, preferring to limit AI’s role to administrative tasks. Nearly a third of participants, however, expressed a lack of trust, viewing AI as unreliable or impersonal.
Despite the increasing integration of technology in healthcare, survey respondents reiterated the importance of personal touches in patient care. A significant number noted that remembering medical history (50%), providing a calm environment (48%), and knowing their name and personal details (41%) are vital to their healthcare experience.
“The data tells us that patients want to feel seen and remembered, not processed like a number,” McIntyre added. He suggested that the solution lies not in avoiding technology but in creating a harmonious balance. By leveraging reliable practice technology to handle administrative tasks, healthcare providers can focus on delivering a more personalized and human experience.
The survey was conducted online between May 20 and May 23, 2025, and aimed to gather insights from individuals who had visited a doctor within the past year. For more information on the methodology, please refer to the Talker Research Process and Methodology page.
