Top 5 takeaways about what patients really want in 2025

Patient expectations are changing faster than ever. Tebra’s 6th annual Patient Perspectives survey asked almost 4,000 patients what truly drives their loyalty in 2025 — and what makes them leave. 

The results show that quality care is just the starting point. What really matters now are the experiences around it: how easy it is to reach your practice, how quickly you respond, and how seamless the digital experience feels.

Below we share the top 5 takeaways from this year’s report. 

This year’s standout finding is that today, your online reputation carries as much influence as word of mouth once did. Nearly 8 in 10 patients (79%) read reviews before they choose a provider, and more than two-thirds (69%) say positive reviews are “extremely” or “very important” to their decision.   

Traditional search engines tend to be the most popular place to find providers, with 56% turning to Google to start their research. But patients also check practice websites (41%) and WebMD (38%) before booking. And when it comes to online reviews, patients aren’t all that forgiving: 53% won’t consider a provider with fewer than 4 stars. 

Between reviews, ratings, and perceived quality of your website, what patients find online often determines if they will even reach out to your office.

But for independent practices who pride themselves on building lasting relationships with their patients, the good news is that a little bit of responsiveness can go a long way. Seventy percent of patients say a provider’s reply to a negative review improved their opinion, and 78% said they would return if their concerns were addressed. 

In short, patients equate responsiveness with care. An unanswered review can leave the impression that a practice is too busy or unbothered — even if the clinical experience is outstanding.

Our 6th annual survey found that when patients walk away, it’s most likely because of a lack of access to appointments or communication, a perceived lack of empathy, or issues with communication. 

This year, 68% of patients cited poor provider interaction as their biggest deal breaker, followed by: 

Another 3 in 10 (31%) said they left because staff were unresponsive (29%), or failed to follow up promptly (29%).

And patients aren’t waiting around to see if care or service will improve. Eighty-two percent of patients give a provider just 1 or 2 opportunities before switching. 

It’s no surprise that with the demands of work, home, and family life, once patients find a provider they like, convenience often determines whether they stay.

A majority (65%) say they would switch providers to get better digital features, like: 

Patients indicated that they also value practical tools that save time. Nearly half want online access to lab results and visit summaries (48%), along with these other features: 

In 2025 and beyond, practices must emphasize convenience and communication to build loyalty among patients. When patients can schedule, message, and review their results effortlessly, they’re far more likely to stick with your practice.

Thanks to the numerous touchpoints online that allow patients to glean information about your practice, a patient’s first impression of your practice happens even before they walk in the front door. 

This year’s report found that 44% say a practice’s website influences their decision when selecting a provider, and 16% would consider switching practices if a provider’s website is outdated. For many, the quality of your site signals the kind of experience they can expect in person. 

Convenience also matters here: 1 in 3 patients (34%) say online scheduling is important, and a lack of it can be a reason to leave.

Beyond reputation and convenience, everyday interactions shape loyalty. 

Patients want quick access to care and continuity. 65% prioritize getting appointments as soon as possible and 54% prefer seeing the same provider. Half of respondents said they value immediate confirmations and reminders, which signal that your practice’s office is organized and attentive. 

Communication preferences are shifting, too. Patients prefer:

But online friction remains a pain point. Many patients say they’ve hit barriers such as: 

Nearly half (44%) have had to repeat information because systems weren’t connected — think the app used for messaging their practices vs. a portal to access lab results, for example. It’s no surprise 52% say a unified digital system would boost their loyalty and likelihood to refer others. 

Patients in 2025 want care that feels connected — before, during, and after their visit. They expect more availability, ease of communication, and convenient, digital tools that save time for all. 

Your practice doesn’t need more technology, just better-connected technology. 

When your systems work together, from scheduling and messaging to reviews and records, patients notice. And that convenience becomes another pillar of your competitive advantage. 

Download the full 2025 Patient Perspectives Report to see every insight and learn how to keep patients loyal in an increasingly competitive market.

The results in the 6th annual Patient Perspectives Report are from an online survey of 3,964 United States adults fielded on June 29, 2025 to understand how they choose, evaluate, and stay loyal to healthcare providers.