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Five9 Research Finds 44% of Patients Have Delayed Care, Given Up, or Switched Providers Because Healthcare Customer Service Was Too Difficult

FIVN
  • Five9 released the Care-Completion Gap Report based on a September 2026 survey of 1,000 U.S. consumers.
  • 85% of patients expect providers to know their history, yet 53% still have to repeat themselves.
  • 44% of consumers delayed care, stopped scheduling, or switched providers in the past 12 months due to difficult interactions.
  • Only 46% of issues were resolved on the first try, with Gen Z reporting just 26% resolution rates compared to 74% for Baby Boomers.
  • 34% of Gen Z consumers gave up on scheduling appointments or resolving billing issues, compared to 6% of Baby Boomers.
  • 38% of consumers are comfortable using AI for scheduling, while only 12% trust it for medical advice or diagnosis.
  • 39% of respondents cite the ability to easily reach a human as the top factor for increasing trust in AI interactions.
  • 58% of consumers are open to using AI, with 31% of Gen Z preferring it for faster resolution.
  • Gen Z places the highest value on AI having access to previously provided information to build trust.
  • The report suggests healthcare contact centers should integrate customer history, real-time context, AI, & human expertise to reduce friction.