What if the secret to better healthcare is hiding in plain sight – in the voices of your patients? Patient reviews hold powerful insights – both the praise and the frustrations – that can transform your practice. At Doctify, we believe the path to better healthcare begins with listening – and not just listening to what patients say, but truly hearing their concerns and recognising the details that matter most.
After analysing hundreds of thousands of verified patient reviews from the past three years, we’ve uncovered powerful trends – insights that not only highlight what patients love, but also what leaves them feeling disappointed. Understanding these patterns gives healthcare providers the insights they need to refine their practices, build trust, and ultimately, improve the patient journey.
So, what makes patients rave? And what leaves them disappointed? Let’s dive in and uncover the answers.
🧑⚕️Healthcare Professionals
What turns your patients off? It’s more than you think!
Long waits and rushed appointments are the obvious culprits, but there’s more to the story. Negative reviews often stem from the little things – unclear explanations, impersonal interactions, and the sense that they’re just another number. So, what’s really driving patient dissatisfaction? Let’s take a closer look at the key factors shaping their experiences.
Overall experience: 1 in 3 patients who rated their experience negatively are frustrated by long wait times
Negative reviews often highlight issues beyond medical care, shaping the patient experience. Our data shows that 59% of patients who rated their overall experience as 1 or 2 out of 5 reported concerns about:
- 39% described long wait times and delays.
- 29% experienced unhelpful or unresponsive staff.
- 25% cited high costs or overpricing as a concern.
- 19% reported disorganised processes that caused confusion.
- 15% faced inconvenient or inaccessible services.
Explanation: Rushed, jargon-heavy, or just too brief? That’s a NO from patients
It’s not only the care itself that matters, but also how it’s communicated. More than half of patients who left negative reviews felt the explanations were unclear. Without clarity, patients often feel confused and frustrated, which makes it harder for them to trust their care.
- 55% described explanations as rushed or brief.
- 37% found the language unclear or vague.
- 30% felt there was a lack of detail, leaving them uninformed.
- 22% struggled with too much technical jargon.
- 15% said their provider assumed knowledge, skipping essential explanations.
Bedside manner: Patients are speaking up about feeling ignored and rushed
While clinical expertise is crucial, how providers interact with patients can shape the entire experience. Nearly 50% of patients who left negative reviews rated their healthcare provider’s bedside manner poorly, citing:
- 60% described their provider as rushed and dismissive.
- 29% felt their care was cold or uncaring.
- 17% reported interactions that were insensitive or inappropriate.
- 10% said their provider did not listen or engage.
🏥 Practices
Why are patients rating practices poorly? These insights show what needs to change
Negative reviews hold the key to what your patients truly think – and they can either make or break your practice. We’ve pinpointed the most common reasons patients rate their care poorly, from long waits and rushed appointments to seemingly small details like a lack of soap in the bathroom. These frustrations may seem minor, but they quietly erode trust and drive patients to seek care elsewhere. By uncovering the root causes of negative reviews, you’ll have the power to make the changes needed to elevate the patient experience, build lasting trust, and dramatically improve your practice’s ratings.
Wait time: Nearly half of patients who left negative feedback blame long waits for their poor ratings
The real problem isn’t just the duration of a delay. It’s how you experience that duration
Professor Richard Larson at MIT Institute for Data, Systems, and Society
Long waits are an inevitable part of healthcare, but how patients experience that wait can make all the difference. Our data shows that 48% of patients who left negative reviews blamed long wait times for their poor ratings. Here’s what truly frustrates patients:
❌ Uncomfortable waiting areas: Patients often express discomfort with the environment, citing issues like “no seating,” “too hot,” “too cold,” or “cramped.” One patient even noted, “The waiting area has lots of smells coming from the toilet. Unbearable smell.”
❌ Lack of communication: Many patients feel left in the dark, saying things like “left waiting,” “wasn’t informed,” or “received no updates.”
❌ Misinformation about wait times: Unrealistic time estimates frustrate those waiting, with complaints such as “Told 10 minutes but waited an hour” and “Wasn’t informed of the delay.”
❌ Staff attitude during the wait: Negative words like “rude,” “ignored,” “dismissive,” and “unhelpful” often appear in patient feedback, reflecting poor interaction during waiting periods.
❌ Rushed, dismissive care after long waits: After enduring lengthy delays, patients describe feeling “rushed” or “treated like a number.” One shared, “I wasn’t in the room for more than 2 minutes.”
❌ Lack of patient amenities – Missing small but essential comforts, such as refreshments or Wi-Fi, can lead to discomfort as patients watch the clock tick by with little to engage them. One patient noted, “The clinic didn’t have free Wi-Fi, and I had to wait for hours with nothing to do.”
Waiting… and waiting… and waiting some more
The longer patients wait, the more their discontent builds. The average reported wait time was 92.5 minutes (~1.5 hours), but the experience varied:
- 12% waited under 15 minutes, generally finding it acceptable.
- 18% waited 15-30 minutes, often expecting updates if delays occurred.
- 27% waited 30-60 minutes, where dissatisfaction started to build.
- 30% waited 1-2 hours, frequently describing feeling ignored or forgotten.
- 13% waited over 2 hours, with many calling the experience frustrating, unacceptable, or disrespectful. These patients often felt ignored and unacknowledged, which added to their dissatisfaction.
How small touches can transform the waiting experience
Long waits are never easy, but it’s the little things that can help patients feel more at ease. Here’s what patients mentioned that improved their waiting experience:
✔️ High-quality care – When patients feel that their care is thorough and truly centred on their needs, they’re more willing to overlook delays. Knowing that their health and concerns are a top priority helps shift frustration into understanding.
✔️ Acknowledgment and apologies – Acknowledging the delay, even with a brief apology, makes patients feel seen and respected. This simple gesture shows patients that their time is valued and their experience matters.
✔️ Comfortable environment – A welcoming space with comfortable seating, refreshments, and a calming atmosphere can transform the waiting experience from an inconvenience to a manageable moment. Creating an environment that feels thoughtful and considerate signals to patients that they are cared for, even before the appointment begins.
✔️ Friendly staff – The warmth and professionalism of staff can ease the tension that builds during long waits. Approachable, empathetic staff who focus on patient needs create a supportive environment, making patients feel valued and building trust from the moment they walk in.
The data says it all: small changes, big impact. Ready to act on patient feedback?
Friendliness: Nearly half of patients who left a negative review complained about receptionists
1 in 3 patients who left a negative review rated friendliness as 1 or 2 out of 5. First impressions can define a patient’s experience. A rushed greeting, lack of eye contact, or unwelcoming tone can set a negative tone that lingers, sometimes overshadowing the treatment itself.
Common complaints about friendliness include:
- 42% of patients reported feeling that reception staff were either unfriendly, rude, or dismissive, creating a negative tone throughout their visit.
- 10% felt ignored or unacknowledged, with some reporting rushed or indifferent interactions.
- Some patients received no response when reaching out, making them feel undervalued.
Cleanliness: When a neglected space becomes a red flag for patients
Cleanliness is a basic expectation in healthcare settings, yet 1 in 7 patients who left a negative review raised concerns about hygiene standards. Complaints ranged from dirty waiting areas and overflowing bins to missing essential hygiene supplies like soap and hand sanitiser.
Common issues included:
- Dirty and unwelcoming waiting areas with overflowing bins, empty drink cups and cans left behind, and general neglect of cleanliness.
- Unclean bathrooms and toilets, with missing essential hygiene items such as soap and hand sanitiser.
- Unpleasant smells in waiting areas, with some patients describing the odour as similar to a toilet or “worse than a sewer.”
- Sticky or visibly dirty floors, with some patients reporting accidents caused by wet surfaces.
- Unclean medical equipment, with many patients concerned that it wasn’t properly maintained, and some questioning the quality of care due to outdated equipment.
- Staff hygiene practices, with patients expressing concerns about staff not wearing gloves or typing on a keyboard with gloves, raising infection control issues.
6 secret reasons your patients are leaving negative reviews
We know the common complaints – long wait times, cleanliness issues, and unfriendliness. But what about the frustrations that often slip under the radar? These overlooked issues can weigh just as heavily on patient satisfaction, yet they remain largely unnoticed by healthcare providers. Here’s what’s quietly driving down your ratings.
Price 💸
Healthcare can be expensive, but patients appreciate transparency when it comes to costs. Clear, upfront pricing helps them make informed decisions. Some patients, however, have felt like they were in a “money-making factory” instead of a healthcare facility, and others were caught off guard by surprise fees. Prescription costs, consultation fees, and unclear billing practices often leave patients frustrated and uncertain about what to expect.
Parking 🚗
Finding a parking space should be the last thing patients have to worry about. Unfortunately, many report overcrowded car parks, unclear directions, and expensive fees, all of which leave patients stressed before they even step inside. Some arrive early, only to spend time searching for a spot, while others have to park far away, creating challenges for those with mobility issues.
Referral 🔄
For many, a referral should have been a step forward in treatment, but it often became a barrier. Patients reported long delays, unclear instructions, and being sent back to their GP without a solution. Some felt dismissed, while others wondered why they had been referred in the first place.
Privacy 🔒
Patients should be able to discuss personal health concerns in a private, respectful space. However, many reported reception areas where they had to share sensitive information within earshot of others. Some felt uncomfortable paying or asking about procedures at an open desk, while others had their results called out in front of a waiting room full of people.
Accessibility ♿
For patients with disabilities or mobility challenges, accessing care should be straightforward – but many found it anything but. Complaints highlighted lack of lifts, steep stairs, and staff unfamiliar with accessibility needs. Some even had to advocate for themselves just to receive basic accommodations, making an already difficult experience even more exhausting.
Nutrition 🍴
Although food isn’t the primary reason patients visit a hospital, it significantly impacts recovery and overall experience. Patients reported complaints ranging from bland, unappetising meals to small portions and limited nutritious options. Some, after fasting for hours, waited even longer for meals, only to receive cold or unappealing food.
Is your specialty among those receiving negative reviews most often? Here’s what you should know
Some specialties tend to get more patient complaints, often about things like accessibility, communication, and post-treatment care. Below are the ones most commonly mentioned in negative feedback.
Ophthalmology
Patients frequently expressed concerns about long wait times for cataract surgery, glaucoma treatments, and laser eye correction. The uncertainty about when they would receive care caused frustration, especially for those experiencing worsening vision. Post-surgery aftercare was another common issue. Many patients felt unprepared for recovery, particularly regarding eye drops, potential complications, and follow-up appointments. Prescription errors for glasses and contact lenses also led to dissatisfaction, making some question the accuracy of their assessments. Clearer communication, better scheduling, and structured aftercare could significantly improve patient trust and satisfaction.
Dentistry
Patients often mentioned pain management after dental procedures as an issue. Many felt they weren’t adequately informed about post-treatment discomfort, especially after fillings, root canals, and extractions. Appointment delays for urgent care left some patients waiting too long while dealing with toothaches and infections. Unexpected treatment costs were another frequent complaint, with some feeling blindsided by additional charges at checkout. Providing clearer guidance on pain relief, improving appointment availability, and ensuring transparent pricing could enhance the patient experience.
Gynaecology
Many patients felt that sensitivity and comfort during consultations needed improvement. Some reported feeling rushed, particularly when discussing menstrual health, fertility concerns, and menopause symptoms. Long waits for diagnostic procedures, such as ultrasounds and colposcopies, added to their frustration. Follow-up care after procedures was another concern, with some patients feeling uncertain about post-treatment expectations, especially after IUD insertions or minor surgeries. Ensuring a patient-centred approach, reducing wait times, and providing clearer post-procedure guidance could improve overall care.
Orthopaedics
Many patients felt unprepared for post-surgery recovery, especially after knee and hip replacements. Some expected quicker recovery times and were frustrated by lingering pain and mobility issues. Limited access to non-surgical treatments, such as physiotherapy and joint injections, was another common issue. Surgical outcomes didn’t always align with expectations, leaving some patients disappointed when results took longer than anticipated. Improving pre-surgery counselling, expanding access to rehabilitation, and setting clearer recovery expectations could enhance patient satisfaction.
Cardiology
Concerns about delays in accessing essential tests like echocardiograms and stress tests were common among cardiology patients. Many worried that waiting too long could impact their health. Understanding test results and treatment plans was another challenge, as some patients struggled with complex medical explanations. Difficulties in booking follow-ups left others feeling unsupported, particularly when managing high blood pressure or heart conditions. Ensuring faster access to diagnostics, clearer communication, and more accessible follow-ups could help patients feel more in control of their health.
Radiology
Patients frequently mentioned long wait times for imaging results, leading to anxiety, especially when awaiting MRI or CT scan findings. Some also found the scanning process uncomfortable, particularly MRI scans, where claustrophobia and prolonged scan times were common concerns. Lack of clear post-scan guidance was another issue, with patients unsure about how to proceed after receiving their results. Faster result turnaround, a more reassuring scanning environment, and clearer post-scan communication could greatly improve patient confidence.
What drives 5-star reviews? The key ingredients to patient praise
Friendly staff
A warm, welcoming atmosphere helps ease patient anxiety and build trust. Whether it’s a clinician, nurse, or receptionist, kindness and empathy go a long way. Often, it’s the smallest gestures – a reassuring smile, a thoughtful word – that leave the deepest impression, long after the appointment ends.
🔹 ”The whole team from the receptionists, nurses & Dr’s have made our journey a lovely experience.”
Expertise
Patients trust providers who demonstrate deep medical knowledge and precision in their care. A thorough diagnosis, a well-executed procedure, or an effective treatment plan reassures patients that they are in capable hands.
🔹”The consultant was highly knowledgeable. He took the time to review my son’s medical history and explained the treatment plan clearly to both of us.”
Clean facilities
A spotless, well-organised clinic is vital for patient safety and trust. Proper hygiene and cleanliness prevent the spread of infections, reduce the risk of healthcare-associated illnesses, and create an environment that supports healing. A well-maintained environment reassures patients that their well-being is the top priority. After all, no one wants to put their health in the hands of a place that looks like it’s seen better days.
🔹”From the moment I arrived, I was struck by the clinic’s pristine and charming facilities, which immediately put me at ease. The décor and design are simply stunning, creating a warm and inviting atmosphere.”
Short wait time
Time matters. Patients value efficiency – quick check-ins, minimal wait times, and a well-organised appointment system. A smooth process shows respect for their time, keeps things running seamlessly, and makes their experience feel effortless. When everything flows as it should, patients leave feeling cared for, not just in treatment but in every aspect of their visit.
🔹”I was impressed by the short wait times. I didn’t have to spend hours in a crowded waiting room, which was a huge relief. The staff were always prompt and efficient, ensuring I was seen as quickly as possible.”
Clear explanations
Patients want straightforward, jargon-free explanations about their health. They value clinicians who take the time to break down complex medical information, making it easy to understand. When patients fully grasp their condition and treatment options, they feel more confident in their care – leading to greater trust, peace of mind, and overall satisfaction.
🔹”It was so helpful to have clear explanations at every stage of my visit.”
Personalised care
Healthcare isn’t one-size-fits-all, and patients deeply appreciate providers who take their individual needs, concerns, and preferences into account. Whether it’s tailoring treatment plans, considering lifestyle factors, or offering emotional support, personalised care fosters trust and stronger patient-provider relationships.
🔹”I always feel my concerns are listened to and addressed with patience, professionalism and compassion. Such personalised care, ongoing support and communication truly sets them apart.”
Comfortable procedures
Fear of pain can make even a routine procedure feel daunting. Patients appreciate providers who approach their care with a steady hand, a calming presence, and techniques that minimise discomfort, turning a tense experience into one of relief. When patients know their comfort is a priority, anxiety eases, trust grows, and their overall experience improves.
🔹”As a fearful patient, I found my treatment today to be pain-free, and I was put at ease throughout.”
Privacy
Feeling safe, respected, and in control is essential in healthcare. Patients deeply appreciate providers who handle personal information with care, respect confidentiality, and uphold professional boundaries. Ensuring private consultation spaces, discretion in sensitive discussions, and a judgment-free environment fosters trust and reassurance. When patients feel their dignity is protected, they are more likely to feel comfortable, engaged, and confident in their care.
🔹”Every visit went smoothly. I was treated with dignity and respect throughout.”
Are you ready to transform your patient experience with insights from real feedback?
At Doctify, we make it easy for healthcare providers to dive deep into patient feedback, uncovering the insights that matter most. Understanding your patients’ experiences and unique needs is key to refining your practice and building trust.
If you haven’t joined Doctify yet, now’s the time. Harness the power of patient feedback to make data-driven improvements and continue delivering exceptional experiences that keep patients coming back.
Patient feedback is a goldmine for improvement. Ready to start making changes that matter?
