2022 U.S. Consumer Trends in Patient Engagement Survey


Understanding Patients' Needs for Access & Convenience in Today’s World

Trends: Patients are getting back to care, but some are still delaying care

We surveyed more than 1,004 healthcare consumers across the United States. Our report sheds light on the current high and low points in the patient journey. It also illuminates how evolving consumer preferences and expectations are impacting health systems today. Read on for a glance into the future of patient engagement.

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Reasons Why Patients Delayed Receiving Care

reasons patients delay care


young couple using smartphone at home

Loyalty Decreases Among Younger Respondents

Nearly 90% of survey respondents reported mostly or always sticking with the same practice or PCP for routine care. This trend is strongly influenced by the age of the respondent. For those 55 and over, 95% reported sticking with the same PCP. Among 18- to 34-year-olds, that number drops to 82%, showing that younger adults are less loyal to their provider and more likely to consider an alternative.

Overall, 45% of respondents have received care at a non-traditional care venue, and 81% of those respondents received it in the last year

Which type of non-traditional care did you select?

non traditional care selected

Percentages may exceed 100 due to rounding.

How satisfied were you with the level of communication with your healthcare provider?

how satisfied were you with communication 60% very satisfied 33% somewhat satisfied 6% somewhat dissatisfied 1% very dissatisfied



What severity of impact has Covid-19 had on your mental health in the last year?


How Do Patients Schedule Appointments? Hint: They Use the Telephone.


The telephone is here to stay — While 59% of older adults always schedule medical appointments by phone, nearly nine in 10 respondents schedule appointments by phone at least some of the time.

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Among those surveyed who did not use online/mobile scheduling in the last year, 63% of them gave a reason that they simply preferred to call the office.