Patients now choose providers based on convenience, online presence, and responsiveness, and they expect those factors to continue after the first visit.

In Tebra’s free webinar, “Why patients leave and what to do about it,” Miriam Datskovsky
, Sr. Content Marketing Manager at Tebra, and Samantha Bergquist, Product Marketing Manager, Patient Experience Offerings at Tebra,
unpack the newest growth and retention trends, including how patients select a provider, why they leave, and what practices can do to bring them back. Tebra’s 6th annual national Patient Perspectives survey of nearly 4,000 adults focuses on how patients engage with providers online.

Watch the webinar recording below to learn how patients are making decisions today, and how practices can use these insights to grow their patient base and improve retention.

When searching for a provider, most patients now start online. Survey data shows that 56% begin with Google and 77% read reviews, while far fewer rely on referrals (34%) or insurance directories (25%).

“If patients can’t find you — even if others recommend you — you may never make their shortlist,” Samantha explains in the webinar. Yet many practices still lack a robust online presence, making it harder for patients to find and trust them.

Tips to boost online visibility:

Patients expect booking to be as straightforward as making an online reservation for a restaurant. Phone tag, long holds, and having to call the office back to confirm create frustration. According to the survey, 65% of patients would switch providers for easier scheduling or communication.

Samantha points out that most practices still require 2 manual touchpoints to book an appointment, whereas top performers need only 1. Online scheduling and streamlined communication channels can help, as do digital intake tools. Modern platforms like Tebra can provide scheduling and patient intake solutions that enhance onboarding before the first visit.

Reviews don’t just drive acquisition. They also strengthen retention by supporting provider-patient relationships. More people are sharing feedback than ever: 53% have posted a review, and 63% were asked to leave feedback in the past year. 

Online presence doesn't just influence Gen Z and Millennials. “Younger generations are often the ones advising parents, grandparents, other family or friends about which providers to trust,” says Samantha. “Reviews really spark conversations, and it makes them a factor even when patients themselves aren't the ones posting or searching.”

Furthermore, how your practice handles feedback also plays a role in retention. “Responding to reviews isn’t just reputation management. It’s a way to build trust and long-term loyalty,” notes Samantha. According to the survey, 70% of patients say receiving a response improved their impression of a provider, and 78% would consider returning after a negative experience if their concerns were acknowledged. However, only 23% of patients say they’ve received a reply from a practice. 

To meet patient expectations, practices can:

As Samantha explains in the webinar, "Patients generally trust the doctor. They trust their care provider. And what pushes them away are all those surrounding experiences." Operational issues significantly impact how patients feel before, during, and after a visit. 

The most common issues patients encounter are:

Practices may not spot these friction points in the moment, but patients openly discuss them online. “Reviews aren't just a reflection of the past, they're really a roadmap,” says Samantha. Feedback such as “Great care, long wait times,” “Friendly staff, confusing billing,” or “Love the provider, scheduling is frustrating” indicates exactly where experience gaps could be harming retention.

Miriam recommends a straightforward approach. "Look at them [reviews] holistically, spot trends, make corrective changes, and close the loop with patients, so they see that their feedback makes a difference," she explains. Focus on monitoring online comments, sharing trends in team discussions, and refining critical touchpoints. 

The webinar emphasized the importance of timely review replies in regaining patient trust. Small gestures — a quick reply, a sincere word of appreciation, or a simple invitation to talk offline — can go a long way. Personal, empathetic follow-up and clear communication about next steps or planned improvements help repair the provider-patient relationship.

Artificial intelligence is emerging as a valuable way to stay responsive without overburdening practice staff. While some providers worry AI responses may feel generic, the data shows most patients are receptive. 

In fact, 61% of patients are impressed by or neutral about AI replies, with only 16% viewing them negatively. "I think the key is balance," explains Miriam. "Tools exist that can learn your practice's voice and tone, so replies feel consistent and authentic." 

Tebra's AI Review Replies empowers your practice to deliver quick, consistent, HIPAA-compliant replies, reducing response time by up to 90%. AI Review Insights quickly spots patterns in patient reviews so your team can address issues early. Tebra’s platform also helps streamline scheduling, intake, and billing workflows, so your staff can focus on patient interactions.

Patients stay loyal because their experience goes smoothly and they feel heard. Minor improvements in scheduling, communication, and feedback responses go a long way toward strengthening relationships and encouraging return visits.

Key takeaways:

When patients can easily find your practice and schedule an appointment, communication is consistent, feedback is acknowledged, and concerns are addressed, growth and loyalty follow. 

Tebra can help you identify patient drop-off points and automate workflows to further enhance trust in your practice. Schedule a free, personalized product demo to learn more.