The data: Healthcare providers are struggling to get patients to use digital tools for scheduling appointments and paying for care, according to a recent Experian Health report. The report includes findings from a February 2025 survey of 213 healthcare revenue cycle decision makers and 1,004 US adults.

Digging into the findings: Providers say the No. 1 challenge related to patient access is getting patients to use tools that practices have implemented, including for self-scheduling, checking in, and making payments.

However, most patients want their healthcare experience to be digitized: 52% of patient respondents say they want more digital options for managing their care.

• 82% don’t want to fill out paperwork before their appointment, assuming their information hasn’t changed.
• 81% want upfront estimates of how much their visit will cost, with 43% likely to postpone if they don’t receive one.
• 80% want the ability to schedule an appointment anytime, from their home or a mobile device.