Future-proof your practice with digital patient experiences

Future-proofing the patient experience doesn't mean compromising the humanized care you provide. For a private healthcare practice, that personal connection is your key differentiator. Technology can, and should, enhance that connection, not replace it — especially as health system- and corporate-based providers grow in influence.

This distinction is critical because patients’ expectations for their overall experience now carry immense weight. A staggering 65% of patients would switch providers to get the digital conveniences they prefer, according to Tebra’s 2025 Patient Perspectives report.

This “overall experience” is often defined by operational friction. Beyond the exam room, patients leave due to slow or no response to questions (31%), lack of follow-up (29%), and poor experience with office staff (27%). A thoughtful digital patient experience directly solves these issues and strengthens the patient-centric connection on which your practice is built.

Investing in digital infrastructure gives your practice a direct competitive edge, leading to better patient acquisition, stronger retention, and smoother internal workflows.

This guide explores what the digital patient experience is, why it’s important, and how you can implement its core components in your practice.

The digital patient experience encompasses every digital interaction a patient has with your practice. This journey begins with the initial search for a new provider; Tebra found that 79% of patients look online to find out about doctors or medical care.

From there, the digital experience extends through every touchpoint: reading reviews, booking an appointment, receiving automated reminders, completing digital forms, attending a visit, messaging staff, paying a bill, and accessing medical records. As the patient journey below illustrates, each of these moments is a critical part of a continuous cycle that turns new patients into loyal advocates for your practice.

A modern, patient-centric practice uses digital tools to enhance the healthcare experience at every stage of the patient journey. Here’s how:

Technology is more than a tool to modernize your practice operations — it’s a deciding factor for patients when they pick and stay with a provider.

To reiterate the point, according to Tebra’s data, 65% of patients would switch doctors to get the digital preferences they want. This isn’t a hypothetical risk; patients are actively looking for providers who offer:

When asked specifically which digital tools make the biggest difference in their experience, patients pointed to accessing lab results and visit summaries online (48%), appointment reminders (47%), and online appointment booking (43%).

Patients want a more digital healthcare experience in the digital age. Embracing digital tools isn’t just about keeping up with the trends — it’s about staying competitive to attract and retain your patients.

From telehealth to advanced data security, technology offers innovative ways to connect, protect, and streamline the patient experience.

The technology is out there to improve the patient experience in the digital age — you just have to embrace it.

Key components of the digital patient experience include your website, digital patient intake, telehealth, online payment options, and the patient portal. Here’s how to optimize each.

Your practice website is often the first interaction your patients have with you. It’s also part of their decision-making: 44% of patients say the practice’s website contributes to their choice when selecting a healthcare provider, according to Tebra’s data.

Here are a few basic principles to follow:

Halcyon Health’s website is an excellent example of a clean, patient-centric design. It immediately states its care specialty and whether it's accepting new patients. The navigation makes it easy to find staff information and, most importantly, to book an appointment.

Your appointment scheduling system is a critical bridge between patients and the care they need. An inconvenient process creates immediate friction, and the data is clear: 42% of patients want easier ways to book an appointment. When asked which digital tools make the biggest difference in their experience, appointment reminders (47%) and online appointment booking (43%) ranked in the top 3.

The waiting room experience sets the tone for a patient’s visit. The traditional clipboard and stack of forms contribute directly to one of the biggest patient frustrations: long wait times, a reason 51% would instantly consider switching providers according to Tebra’s data.

Digital patient intake solves this by shifting administrative tasks out of your office and allowing patients to complete forms at flexible times. This convenience is why 32% of patients want the opportunity to do more online, including filling out forms, according to Tebra’s data. Your practice also benefits from more time with patients, fewer data entry errors, and a streamlined front-desk workflow.

While the height of COVID-19 pandemic-driven telehealth has passed, virtual visits are now an established and expected part of patient care. In 2025, 25% of patients reported attending both in-person and telehealth appointments in the past year, according to Tebra’s data. And 18% have left a provider over lack of telehealth options — double the 2024 numbers. This shows that for many, telehealth is a necessity for accessible care.

The payment process is a critical moment in the patient journey. A confusing or inconvenient billing workflow can sour an otherwise positive healthcare experience and directly impact retention. According to Tebra's 2025 data, 28% of patients have left a healthcare provider over issues with cost or billing.

Offering clear and convenient digital payment options is the solution. Patients value this convenience; 39% of patients say that paying bills online is a digital tool that makes the biggest difference in their patient experience.

A patient portal can offer patients a single, secure place for communication, information, and accessing care. When properly optimized, digital patient engagement tools serve as highly effective mechanisms for enhancing both patient interaction and long-term retention in healthcare settings.

But a poorly implemented patient portal can frustrate patients. A top complaint is having no way to message or ask follow-up questions (42%), according to Tebra's data. On the flip side, patients say the most impactful digital tool is the ability to access lab results or visit summaries online (48%). An effective patient portal solves that frustration and delivers on that desire.

A functional and user-friendly patient portal can offer your patients the seamless healthcare experience they seek and strengthen their connections with your practice. This is a key part of enhancing the health experience in the digital age.

Improving your digital patient experience doesn’t have to happen all at once. Start where it’s going to make the biggest impact. Tebra’s data shows that the most-desired improvement is easier ways to book an appointment, which 42% of patients want, so you may want to start with online scheduling.

Instead of patching together separate digital tools for scheduling, telehealth, and payments, an all-in-one platform like Tebra ensures a seamless experience for both your patients and your staff. It helps streamline your workflows and reduces the friction that causes patients to leave.

Tebra is an all-in-one platform for private practice success that can help you transform your patients’ experience — and your own. Once you’ve built that base, you can add features, including online scheduling, telehealth, AI-powered reputation management, and more.

No matter where you start, a patient-centric approach is key. By listening to what patients want and choosing the right tools to deliver it, you can build a more resilient and successful practice.

Embracing the digital patient experience is the most effective way to future-proof your practice. This is not about just keeping pace — it’s about leading the charge to more patient-centric care.

The first step is understanding precisely what patients expect in 2025. Tebra's latest report provides a clear roadmap with data-driven insights. To explore our findings and get actionable strategies to improve retention and build a more resilient practice, download Tebra’s 6th annual Patient Perspectives report: Why patients are leaving providers in 2025.