5 Ways Health Systems Can Reduce Patient Attrition

By: Amber Hull, Marketing Manager

Patient attrition, also known as patient churn, is a growing challenge in today’s landscape. People no longer stay with the same job for decades or stay loyal to their favorite restaurants; if it’s not on their delivery app, they’ll try the next one in the queue. People are more willing today to move on if something better comes along. The same is true in healthcare. Patients aren’t afraid to switch providers if they’re not getting the experience, convenience, or outcomes they expect. That’s why building patient loyalty and actively working to prevent patient churn is more important than ever.

Patients may leave for various reasons—poor communication, long wait times, lack of convenience, or unmet expectations. This not only impacts revenue but also disrupts continuity of care and affects health outcomes. To retain patients and deliver better outcomes, health systems should focus on these five critical areas:

1. Improve Communication

A lack of clear, timely communication is one of the top reasons patients leave their provider. In fact, poor communication costs hospitals billions annually, which is a vital issue to address.
Patients want to feel connected and in control of their care. Leveraging multiple channels—such as secure messaging, phone, chatbots, and especially text messaging—can make a major difference. 91% of customers say they want to receive text messages from businesses(2), and healthcare should be no exception. Proactive, personalized communication fosters trust and keeps patients engaged.

2. Deliver a Seamless, Self-Service Patient Experience

Today’s patients expect a frictionless, digitally driven experience across every step of their healthcare journey. A positive patient experience—one that values convenience, personalization, and autonomy—can dramatically increase loyalty and reduce attrition.
80% of patients prefer providers who offer digital appointment scheduling(1), and 79% want to use technology to manage their care(3). Healthcare systems must respond by offering user-friendly self-service tools such as:

• Digital appointment scheduling and rescheduling
• Digital check-in and forms
• Real-time appointment reminders via text or email
• Access to test results and medical history
• Secure messaging for non-urgent questions
• Online billing and payment options

These digital conveniences not only meet modern expectations but also ease the burden on front-desk staff, reduce no-shows, and empower patients to take an active role in their care.

Learn more about how Enabling a Self-Service Experience for Patients Can Lead to Better Patient Outcomes – click here.

3. Address Patient Concerns Promptly

Patients who feel unheard are more likely to leave. Offering quick, accessible ways to voice concerns—surveys, direct messaging, post-visit follow-ups—can reveal valuable insights and give providers the chance to make it right before a patient walks away. Even more importantly, responding with empathy and clear action builds loyalty and shows patients that their experience truly matters.

4. Use Data Analytics to Identify At-Risk Patients

Predictive analytics can flag when a patient is at risk of disengaging. Whether it’s frequent no-shows, long gaps between appointments, or low portal usage, these signals are opportunities for proactive outreach. By understanding patient behavior, healthcare organizations can reach out at the right time with relevant reminders, wellness tips, or personalized care plans—preventing attrition before it happens.

5. Offer Proactive Engagement at Every Touchpoint

Engaging patients at every stage of their journey—before, during, and after a visit—is key to turning one-time appointments into long-term relationships. From personalized welcome messages and appointment reminders to post-visit follow-ups and ongoing wellness tips, each interaction strengthens trust and connection.
By combining automation with personalization, healthcare systems can deliver a seamless, proactive experience that keeps patients informed, empowered, and engaged. From friendly, attentive staff and minimal wait times to clean, comfortable environments, every touchpoint contributes to a patient journey that feels valued—and that builds lasting loyalty.

Reducing patient attrition takes a patient-first, tech-enabled approach. By improving communication, offering a seamless self-service experience, addressing concerns quickly, using analytics, and engaging proactively, healthcare systems can build stronger relationships and boost both outcomes and revenue. Patients want more convenient, connected care. The systems that deliver it will win their loyalty.

TeleVox is at the forefront of this transformation, offering a comprehensive patient relationship management (PRM) platform that enables healthcare providers to deliver a seamless self-service experience. From AI-powered appointment scheduling to automated prescription refills and on-demand access to health information, TeleVox empowers patients to take charge of their healthcare journey.
Click here to learn more.

Sources:
HealthTech Magazine. (2021). Ease and Access: Why the Patient Scheduling Experience Needs an Upgrade. Retrieved from https://healthtechmagazine.net/article/2021/10/ease-and-access-why-patient-scheduling-experience-needs-upgrade
SimpleTexting. (2023) 46 SMS Marketing Statistics Your Customers Wish You Knew https://www.g2.com/articles/sms-marketing-statistics
Medical Group Management Association (MGMA). (2022). Digital check-in can boost patient satisfaction and practice efficiency amid staffing shortages. Retrieved from https://www.mgma.com/mgma-stats/digital-check-in-can-boost-patient-satisfaction-and-practice-efficiency-amid-staffing-shortages