A recent survey has revealed significant insights into the factors that drive patients to seek new doctors. Conducted by Talker Research on behalf of patient communications provider Klara, a ModMed company, the study involved 2,000 Americans who visited a doctor within the past year. The findings highlight major issues that contribute to patient dissatisfaction, with long waiting times and poor communication emerging as leading concerns.
According to the survey, over half of the respondents (52%) indicated that waiting more than 30 minutes in a doctor’s office is a major deterrent. Additionally, 48% expressed frustration over the inability to speak with a human when trying to schedule appointments, while 41% cited difficulties in securing appointment times as a significant factor in their decision to switch doctors.
The survey further revealed that first impressions are crucial; patients typically form an opinion about their doctor within the first 20 minutes of an appointment. On average, respondents reported waiting for eight and a half minutes on hold when calling to make an appointment. Yet, they are only willing to endure an average of 10 minutes on hold for new practices before hanging up.
In an ideal scenario, Americans would prefer to schedule their first appointments with a new doctor in under seven and a half minutes, including any hold time. This urgency reflects a broader concern regarding the quality of care they expect, with 54% of participants highlighting the importance of establishing trust and rapport with their new doctor.
Challenges in switching doctors extend beyond administrative hurdles. The survey also identified that 58% of respondents would consider leaving their current physician due to low-quality care. Other reasons for potentially “breaking up” with a doctor include not feeling understood (49%) and feeling rushed during appointments (41%). The average expectation is for doctors to spend at least 20 minutes with new patients during their initial visits.
Irish McIntyre, Chief Product Officer at ModMed, commented on the findings, stating, “Both doctors and patients are busier than ever. With jam-packed schedules, it’s no surprise that there’s so much pressure on both sides to make the most of what little time they have.” McIntyre emphasized the role of technology in alleviating administrative burdens, allowing more time for meaningful patient-doctor interactions.
The survey also highlighted mixed feelings about the role of artificial intelligence (AI) in healthcare. While approximately one-third of respondents expressed discomfort with AI involvement in their medical care, others identified potential benefits for tasks such as appointment reminders (37%), prescription refills (29%), and scheduling (23%). Trust in AI varies significantly among patients: 13% believe that technology enhances care and efficiency, while 18% prefer to limit AI’s role to administrative functions. Notably, nearly a third of respondents indicated a lack of trust in AI, viewing it as unreliable or impersonal.
The emphasis on personal interaction remains strong in healthcare. Respondents indicated that remembering medical histories (50%), creating a calm environment (48%), and knowing their names (41%) are vital factors in their healthcare experience.
“Results found that the top change Americans wish all doctors’ offices would make is more personalized care and attention during visits,” McIntyre stated. “Patients want to feel seen and remembered, not processed like a number.” This suggests that while technology can streamline operations, a balance must be struck to ensure that healthcare remains a deeply human experience.
The survey was conducted online between May 20 and May 23, 2025, among individuals who have recently visited a doctor and have internet access. For more detailed information regarding the methodology, please refer to the Talker Research Process and Methodology page.
