Primary care physicians are still the “trusted source” for most health care consumers, ahead of hospitals and health plans. They earn satisfaction ratings of more than 80 percent in the survey.

But there are no guarantees of future consumer satisfaction. Consumers increasingly want services they currently aren’t getting from many of their doctors which include greater access to information and email connectivity and other online options.  Many are turning to retail clinics or alternative medicines as interest in alternative health care providers is high.

Below are signs that the road ahead will be difficult for traditional care providers:

Many Americans are inclined to switch or are actually switching doctors, and are relying more on other sources for information about health care quality and cost

• 18 percent say they switched to a new physician in the past 24 months compared to 41 percent say they might in the future
• Nearly 25 percent of “Gen Y” participants in the survey said they changed physicians in the past two years
• More than 1 in 5 switched treatments or prescription medications in the past 24 months
• 12 percent have used an insurance company site to check prices of services. Only 5 percent have consulted a physician Web site for similar information
• “Gen Y” is particularly interested in shopping for price and quality by way of health plan Web sites

More consumers are willing to use retail clinics, citing cost and – more importantly – convenience

• 1 in 3 respondents say they would be willing to use a walk-in health clinic
• 1 in 6 have already patronized retail clinics
• Nearly 44 percent of those who have used clinics are between the ages of 30 and 49
• The retail tide is rising: from the current number of retail clinics (roughly 730) to more than 2,000 by 2010
• Wal-Mart has just announced it will add 400 new clinics under its own brand by 2010. More retail outlets are following, or expected to join the parade

Consumers want greater online access to their doctors

• Value-added services are highly valued by a majority of consumers that include:
  • Email
  • Access to an integrated medical record
  • Online scheduling of appointments
  • Access to test results
• 1 in 4 would pay more to physicians to online access and same-day appointments
• Consumers want more time with their primary care physicians and shorter waiting times for schedule appointments

More consumers are turning toward alternative treatments and therapies

• 12 percent said they have consulted an alternative health care practitioner compared to 38 percent in the future
• 9 percent say they’ve substituted an alternative therapy and 32 percent said they might

While women and men have different health care attitudes and practices, they also have needs that suggest doctors aren’t doing enough

• Women tend to:
  • Exert greater control over their treatment options
  • Are more likely to want more time with their physicians
  • Are more Web-savvy
  • Are more open to alternative therapies
  • Will switch doctors more frequently
• Men would pay more for quicker and more convenient appointments

Related Content:
Survey: 2008 Survey of Health Care Consumers
Fact Sheet Library: Health Care Consumerism
Overview: Center for Health Solutions 
Services: Health Care Providers