Why Patients Leave - 4 Nonnegotiable Consumer Expectations

After surveying more than 21,000 consumers since 2017, leaders from Accenture have found some interesting answers and developed conclusions about where health care organizations should invest to improve the patient experience. In the final analysis, however, what matters is whether patients remain loyal to or leave their providers. Do consumers trust them? Is it easy to work with doctors and their teams? Are there simple-to-use digital channels to keep patients committed to staying with their caregivers? After surveying more than 21,000 consumers since 2017, leaders from Accenture have found some interesting answers and developed conclusions about where health care organizations should invest to improve the patient experience. Switching is more common among younger people, especially Gen Z and millennials. Younger generations are nearly six times more likely to leave their providers. This is particularly important to recognize because these patients are in a unique position as health care decision-makers for both their aging parents and children.