Five9 Research Finds 44% of Patients Have Delayed Care, Given Up, or Switched Providers Because Healthcare Customer Service Was Too Difficult
Business Wire•10/11/2026•09:00 ET
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Key Highlights
- ➤44% of consumers delayed care, gave up, or switched providers because service was too difficult
- ➤85% expect providers to know their history; 53% still repeat information
- ➤Only 46% had healthcare issues fully resolved on first contact
- ➤38% accept AI for appointment scheduling, but just 12% for medical advice
- ➤39% say easy human access would most increase trust in healthcare AI
Expert Statements
Andy Dignan, President at Five9
“Healthcare organizations already hold much of what they need to understand why a patient is reaching out. What’s missing is turning that context into action in the moment”
Andy Dignan, President at Five9
“When the experience breaks down, many patients don’t call back. They stop trying. The contact center is where that friction shows up first, which makes it the best place to fix it: an intelligence center that brings together customer history, real-time context, AI, and human expertise to resolve issues faster and keep routine friction from becoming a barrier to care.”
Five9 Research Finds 44% of Patients Have Delayed Care, Given Up, or Switched Providers Because Healthcare Customer Service Was Too Difficult
85% expect their provider to know their history, yet 53% still have to repeat themselves
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