Patients want to feel known. They want care that fits their schedule, communication that matches their preferences, and transparency about what they'll owe. When practices meet these expectations, patients stick around. When they don't, patients leave. 

According to Tebra's 6th annual Patient Perspectives survey, 65% of patients would switch providers over preferences like easier booking and better communication. And 68% say a poor provider interaction would make them instantly consider finding a new one.

But digital tools make it possible to deliver the personalized care patients crave at scale. They help your practice remove access to barriers, tailor communication to individual preferences, and provide cost transparency upfront. Here's how to put them to work. 

TL;DR: Digital tools enable personalization at scale. They remove access barriers (telehealth, online scheduling), tailor communications to patient preferences (text vs. email vs. phone), and provide cost transparency upfront — all while freeing staff for higher-value interactions.

Location and availability are crucial factors for patients. 66% say that location is a top consideration when they choose a provider, and 51% would consider switching providers over long wait times, according to Tebra's data. When asked what they want most from their healthcare provider, 42% said easier ways to book an appointment — and 65% prioritize getting in as soon as possible. 

The solution: Give patients options. Online scheduling lets them book at any time they want. Telehealth shrinks geographic barriers, making care accessible to patients who can't easily travel. Same-day appointment availability and flexible scheduling show patients you respect their time and want to give them options. 

Celebrations Speech Group reduced no-shows to nearly zero by combining online booking with automated text reminders using Tebra's EHR. Their story is proof that convenience drives follow-through.

One-size-fits-all communication frustrates patients. The top digital complaint is about having no way to message providers or ask follow-up questions (42%), according to Tebra's data.

Patients also have clear preferences about how they want to hear from you:

And when systems aren't connected, 74% report that they've had to repeat information to providers — an experience that signals disorganization and erodes trust. 

The solution: Let patients choose. Give them a way to set preferences for text, email, or phone for different types of communication. Use a fully integrated EHR so their medical history is accessible during every appointment with no repetition required. 

A patient portal where they can access lab results (which 48% want) and message your team between visits (which 36% want) can help to keep them engaged. Digital post-visit follow-ups with customized treatment plans and preventative information extend personalized care beyond the exam room.

Cost is a persistent source of friction for patients. In open-ended responses to Tebra's 6th Patient Perspectives survey, patients named it one of their top frustrations with healthcare. More revealingly, 28% have left a provider over issues with cost or billing, and 46% say a bad front desk experience — which can also involve billing conversations — would make them consider switching. Surprise charges not only hurt patients financially, but damage your relationship with them.

The solution: Get ahead of the cost conversation. Electronic billing tools can verify insurance benefits before the appointment, so you can share cost estimates and co-pay information in appointment reminders.

For prescriptions, eRx tools that make it easy to find affordable options and coupons help patients manage out-of-pocket costs. When patients know what to expect, they're more likely to show up, pay on time, and come back.

Personalization in healthcare means using digital tools to remove friction at every step of the patient journey. Practices that make care more accessible attract patients who want convenience. Those that tailor communication to patient preferences build stronger relationships. And those that offer transparent costs earn trust that translates to retention and referrals. 

The tools exist; the patient expectations are clear. The question is whether your practice is ready to meet them. Watch Tebra's patient experience demo now to see how it works, or book a personalized demo to explore what's possible for your practice.