Why Do Patients Change Doctors?

Many healthcare providers have realized that patients are rapidly becoming more like consumers, choosing carefully between options and expecting quality service and excellent medical care. Consequently, when patients change doctors, it is no longer a surprise to many.

A survey showed that although many patients are happy with their current provider, 69% would consider switching to another doctor offering more appealing services. This decision is influenced by everything from dissatisfaction with the doctor’s poor communication to a lack of convenience in scheduling appointments.

Here are some reasons why patients change doctors and how providers can address these concerns to increase patient retention.

For many patients, trust in their doctor’s medical knowledge is a given—until something breaks that trust. Whether it is a wrong diagnosis, a treatment program that appears to fail, or a vague description associated with a medical problem, individuals who leave an appointment feeling unsure or uncomfortable might start questioning their physician’s competence.

Patients wish to be sure that their provider is informed about the most recent research and best practices in this area. If a doctor lacks that confidence, the patient may seek a second opinion and often change doctors altogether. Reassurance with clear explanations and evidence-based recommendations can help maintain trust.

Communication is cited as a top reason patients leave their doctors. Patients who are rushed through appointments, ignored when they raise concerns, or dismissed for asking questions are likely to become frustrated.

The doctor-patient relationship relies on good communication and patients should feel heard and understood. This is especially so when discussing sensitive health issues. Patients who feel their doctor is unapproachable or dismissive seek other providers in search of a more collaborative approach. Providers who actively listen, answer clarifying questions and explain treatments or diagnoses in layman’s terms have stronger relationships with their patients.

Patients appreciate their doctor’s medical expertise, but they will find another provider if the office experience is unpleasant. Long wait times, appointment scheduling issues, unreturned calls, and too much paperwork can lead patients to seek a more organized practice. Patients expect their providers to respect their time as much as their health concerns.

According to a Tegria study, 81% of Americans said online appointment scheduling would be more convenient. Patients want flexibility, and practices that don’t provide user-friendly services – like the ability to book appointments online or to refill prescriptions in a split second – risk losing patients to more tech-savvy rivals.

When patients choose a doctor, location and accessibility are often important factors. A practice that is far from public transportation or in an unreachable area can be a dealbreaker, no matter how good the doctor is. Patients also appreciate flexible office hours, especially for non-routine care. If a practice is open only during standard business hours, working patients may have a difficult time scheduling appointments without taking time off.

Available same-day appointments, extended hours or weekend appointments are valued and may determine whether a patient stays or goes. A survey indicates that 35% of patients would change doctors if same-day appointments were more readily available.

Patients want to feel cared for not just physically but emotionally as well. A doctor’s bedside manner – how they interact with patients, tone, and demeanor – significantly influences patient satisfaction. A perceived cold, unsympathetic, or overly clinical physician may turn patients away despite their excellent medical skills.

Conversely, doctors who are compassionate, listen attentively, and care about their clients’ overall health tend to be more apt to help keep them. Even in difficult health situations, patients want to know their doctor sees them as more than symptoms.

Patients expect a well-run practice, and administrative errors or disorganization can quickly sour the experience. Problems such as misplaced records, incorrect billing or misunderstandings about office policies can leave patients frustrated and undervalued.

Practices that don’t deal with these problems risk losing patients even though their medical care is outstanding.

Efforts to improve administrative efficiency – through better staff training, new software systems or hiring additional support – can significantly improve patient satisfaction. A well-organized office conveys that the patient’s time and experience are priorities.

For many patients, practical financial issues can take precedence over the best medical care. If a doctor doesn’t accept a patient’s insurance plan or the out-of-pocket expenses are too high, it might mean people should find another provider who more closely matches their financial situation.

With health care costs on the rise, affordability and insurance compatibility are important factors in keeping patients. Practices that offer transparent pricing and accept most insurance plans are more likely to keep patients long-term.

Doctors who want to decrease patient turnover should address these concerns. Sending out regular patient satisfaction surveys may help practices identify areas for improvement.

Also, patient-centered technology such as online scheduling and better communication and empathy may strengthen the doctor-patient relationship.

Ultimately, patient retention depends on a combination of medical expertise, effective communication, and administrative efficiency. Practices that address these factors will retain current patients and attract new ones in an increasingly competitive healthcare market.