The rules of patient loyalty are changing. For years, patients stayed loyal to their long-time providers or chose new providers because of reputation and clinical quality.

In 2025, that’s not enough. Patients now expect health to fit seamlessly into their busy lives. Increasingly, they judge their current and potential future providers on convenience and digital experience just as much as on medical care. 

New research from Tebra’s 2025 Patient Perspectives Report reveals just how significant this shift is. We found that 65% of patients would switch doctors for a better overall experience — up from 55% in 2024. 

So, what digital features matter most? Here’s what the data shows is driving patient loyalty today.

Patients today expect the same ease from healthcare that they get from online shopping, grocery delivery, or rideshare apps. They want faster responses, easier access, and seamless interactions.

When asked what would most improve their experience:

These elements of convenience are no longer nice-to-haves but essential for patient retention. Being an accessible practice shows that you value a patient’s time and needs — empathy that goes a long way in building relationships. And two, being responsive and accessible makes patients feel like a priority, which also builds trust and loyalty. 

The good news is that meeting these expectations doesn’t have to mean more administrative burden. 

Fortunately, patients aren’t demanding dozens of complex tools. They want simple, well-designed features that make it easier to make appointments, communicate with their providers, and access important medical results and records. 

Here are the digital tools that make the biggest difference in the patient experience in 2025, according to Tebra’s 2025 Patient Perspectives Report.

Forty-eight percent of patients don’t want to have to call in to request results. Avoid unnecessary follow-up calls by making lab results and visit summaries available through a secure patient portal. 

“In 2025, all practices, regardless of specialty, need to offer a patient portal where patients can access their labs, imaging results, and even biopsy results,” says Jesse P. Houghton, MD, FACG, senior medical director of gastroenterology at Southern Ohio Medical Center. “Additionally, our practice’s patient portal allows messaging directly from patients to our providers, which patients appreciate.”

Forty-seven percent of patients feel that appointment reminders reduce no-shows, but they don’t want another phone call. Automated text or email reminders improve the experience for everyone. 

Tebra found that 43% of patients want to view and book appointments on their own time, while 40% want the same convenience to reschedule when needed. 

Forty percent of patients prefer the convenience of secure messaging over playing phone tag. Meanwhile, 32% want to skip fumbling with clipboards in the waiting room. Streamline the patient experience with digital intake forms and secure messaging.

Beyond individual features, patients crave a unified experience. In fact, 27% said they’d be more likely to return if practices offered a single, easy-to-use system. Multiple disconnected apps for reminders, forms, and messaging create digital friction for patients and practices alike. 

An impressive finding from this year’s survey is just how much influence practices can have on patients after their visit. Loyalty doesn’t end when a patient walks out the door; it’s shaped by what happens next.

A staggering 70% of respondents said receiving a response to their review improved their opinion of the practice. Even more powerfully, 78% would return after leaving a negative review if the practice addressed their concerns. 

Yet many reviews still go unanswered. While it can be hard to know what to say to negative feedback, no response signals indifference. Responding shows patients that their feedback matters. This simple act can build trust, reduce losing patients, and help turn critics into loyal advocates. 

Tebra's AI Review Replies can help by generating ready-to-use, sentiment-based responses that providers and their staff can quickly review, tailor if needed, and post. All of the AI-powered responses avoid sensitive patient information, ensuring full HIPAA compliance.

For private practices, meeting patients’ expectations doesn’t have to mean additional administrative work. The key is automation and integration. 

The trend towards digital-first experiences is undeniable. In fact, 14% of patients have left providers specifically due to a lack of digital tools — an issue that will only continue to grow.

In 2025, patient loyalty isn’t earned in the exam room alone. It’s built through the convenience of digital experiences, like easier scheduling, better communication, and acknowledgment of their feedback. 

Private practices that can meet these expectations will not only compete with larger health systems, they’ll thrive. 

Download the full 2025 Patient Perspectives Report to see all the data, discover which tools patients value most, and get actionable strategies to strengthen loyalty.