Healthcare Industry Report Finds 45% of Consumers Have Tried Digital-First Healthcare; 92% Say the Quality Matches or Exceeds That of Traditional Providers

Perficient, the global consultancy transforming the world’s most innovative enterprises through AI-first solutions, announced its latest proprietary healthcare research, “Access to Care: The Digital Imperative for Healthcare Leaders” has received a dotCOMM 2025 Platinum Award for excellence in voice of the customer research. The study surveyed more than 1,000 U.S. healthcare consumers to explore how digital experiences, affordability, and convenience shape patient expectations, influence provider choice, and impact health outcomes.

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Healthcare organizations (HCOs), both providers and insurers, are under increasing pressure to improve patient satisfaction, reduce caregiver burnout, streamline operations, and manage costs. This precarious balancing act requires a rigorous yet practical business transformation mindset. Yet, Perficient’s research reveals a critical gap between consumer expectations and the digital capabilities of many HCOs.

As patients and members are increasingly influenced by seamless digital experiences in other industries, Perficient’s research found that they are turning to more commerce-like experiences when traditional care options fall short. The findings underscore the urgent need for both healthcare providers and health insurers to prioritize consumer-centric transformation or risk losing trust, loyalty, and revenue.

“With healthcare consumers setting higher expectations and becoming increasingly active in their care journeys, our research reveals a clear need for healthcare providers and insurers alike to embrace and adopt a digital-first mindset,” said Hari Madamalla, senior vice president, Perficient. “Organizations that invest in technologies like AI and intuitive digital experiences that ease access to care are not only meeting patient and member demands but also positioning themselves for long-term growth and competitive advantage.”

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Key findings from the study include:

  • More than 50% of consumers who experienced scheduling friction took their care elsewhere, resulting in lost revenue, trust, and continuity;
  • More than 45% of consumers aged 18–64have used digital-first care instead of their regular provider, and 92% of them believe the quality is equal or better;
  • 33% of respondents acted as caregivers, yet this persona is often overlooked in digital strategies; and
  • Nearly 1 in 4 respondents who experienced difficulty scheduling an appointment stated that the friction led to delayed care, and they believed their health declined as a result.

Perficient’s study confirms that digital-first access has become the new front door to healthcare. However, access to care is more than a single touchpoint—it’s a series of interconnected experiences, decisions, and barriers that shape patient satisfaction, contribute to caregiver burnout, and influence critical metrics like Medicare star ratings. To stay competitive in a value-based healthcare landscape, both providers and payers must align digital strategies with evolving consumer expectations, operational alignment, and measurable outcomes.

“Digital convenience is now a baseline expectation, not a differentiator,” said Tara Becker, principal of healthcare consulting, Perficient. “Today’s consumers prioritize convenience, speed, and personalization when choosing healthcare options. Understanding and responding to those expectations is essential for maintaining strong relationships. Perficient’s healthcare, data, AI, and technology experts partner with HCOs to translate consumer expectations into scalable strategies that drive personalized experiences, improve operational efficiency, and create long-term, transformational value.”

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Source- businesswire