Respondents pointed to long waits, phone mazes and scheduling headaches as the biggest red flags that can send them searching for a different provider.

By Joe Lombardi From Daily Voice

For many patients, the worst part of a doctor visit happens before they ever see the doctor.

In a new Talker Research survey of 2,000 adults released Wednesday, Dec. 3, respondents pointed to long waits, phone mazes and scheduling headaches as the biggest red flags that can send them searching for a different provider.

More than half of respondents, 52 percent, said sitting in a waiting room for more than 30 minutes is an instant turnoff. 

Another 48 percent pointed to being unable to reach a human being on the phone, while 41 percent cited difficulty scheduling an appointment in the first place. 

It takes only about 20 minutes into a visit for the average patient to decide whether they will come back, the survey found. Most said they will tolerate about eight and a half minutes on hold before hanging up around the 10 minute mark with a new office, even though they would prefer that first booking to take about seven and a half minutes start to finish.

When people do consider switching, the friction is not just about logistics. Establishing trust and rapport with a new doctor ranked as the most stressful part of the process for 54 percent of respondents, followed by worries about quality of care at 41 percent. 

Those same concerns show up when patients think about breaking up with their current provider: low quality of care topped the list at 58 percent, not feeling heard or understood followed at 49 percent, and feeling rushed through appointments at 41 percent. 

On average, people said a doctor should spend at least 20 minutes with a new patient during that first visit.

“Both doctors and patients are busier than ever — with jam-packed schedules and seemingly endless tasks, it’s no surprise that there’s so much pressure on both sides to make the most of what little time they have,” said Irish McIntyre, Chief Product Officer at ModMed. “That’s precisely where technology must act as a bridge, not a barrier. 

"By automating the administrative noise that consumes so much of the day, it’s designed to give back the one resource that matters most: dedicated, uninterrupted time for human connection and care.”

Technology is part of the tension. Roughly one-third of respondents said they are uncomfortable with AI playing any role in their care, but others see room for tools that help behind the scenes. 

Many said AI could be useful for appointment reminders, prescription refills and basic scheduling even as they remain wary of trusting it with diagnoses or treatment decisions.

Personal touches still carry weight. Half of those surveyed said it matters when a practice remembers their medical history, 48 percent valued a calm, welcoming environment, and 41 percent said it makes a difference when staff know their name and recall small details from past visits. 

In the end, the survey suggests, patients are less focused on gadgets in the exam room than on whether they feel seen, heard and not rushed out the door.