New Insights Illuminate Healthcare Provider Directory Challenges with Accuracy and Usability Issues
In the ever-evolving landscape of healthcare, accurate information is paramount for consumers seeking medical services. A recent report from LexisNexis® Risk Solutions sheds light on the significant obstacles users face when navigating healthcare provider directories. Based on an extensive Ipsos survey involving 3,014 U.S. adults, the report underscores critical issues regarding the accuracy and usability of these directories.
According to the survey, a staggering one-third of users have encountered outdated or incorrect information while utilizing provider directories. This inaccuracy not only creates confusion but also severely hinders access to necessary care. Moreover, 21% of respondents found navigating these directories challenging, which further complicates the decision-making process during crucial healthcare moments.
Adam Mariano, president and general manager of healthcare at LexisNexis, highlights the role of provider directories as essential tools for individuals seeking healthcare. "Among the multitude of tools providing consumers with an avenue to care, provider directories remain one of the most important. However, these directories are only as useful as the information contained within them," he stated. The report calling for modernization in the directory experience suggests frequent updates and alignment with consumer preferences are vital.
The survey results reveal that consumers are increasingly relying on healthcare provider directories for various critical decisions. 49% of participants reported using these directories specifically to find specialists, while 58% noted that network coverage is a significant factor in selecting a provider. Additionally, 56% emphasized the importance of ensuring that a provider can deliver the specific type of care needed.
These findings suggest a balanced approach to clinical and financial factors is essential for consumers. Healthcare organizations are encouraged to enhance patient engagement by making directories more user-friendly and aligned with consumer priorities. Mariano points out, "At their best, provider directories are easy to use and reflect up-to-date network and credential information."
A deficient user experience can lead to frustration, driving up support costs for health plans and potentially putting patients at risk of non-compliance with their care plans. The survey underlines the critical need for healthcare organizations to focus substantially on improving data quality, usability, and transparency within provider directories.
With a concerted effort towards enhancing the directory experience, healthcare organizations can empower consumers, allowing them to make informed decisions regarding their care. This, in turn, can lead to reduced overall care costs and improved satisfaction among members.
It is essential for healthcare providers to recognize these challenges and act accordingly. As the healthcare sector continues to change, the insights provided by this report should serve as a wake-up call for organizations aiming to deliver better care to their clientele.
The survey was conducted by Ipsos from June 12 to June 18, 2025, and respondents were weighted to represent U.S. population demographics based on Census targets. Detailed findings can be accessed in the full report.
LexisNexis® Risk Solutions is dedicated to harnessing the power of data and advanced analytics for businesses and governmental entities to reduce risk and enhance decision-making globally. The organization offers solutions across diverse industries, including insurance, financial services, and healthcare, with a commitment to providing innovative resources aimed at improving the quality of patient care and decision-making.
Key Findings
According to the survey, a staggering one-third of users have encountered outdated or incorrect information while utilizing provider directories. This inaccuracy not only creates confusion but also severely hinders access to necessary care. Moreover, 21% of respondents found navigating these directories challenging, which further complicates the decision-making process during crucial healthcare moments.
Adam Mariano, president and general manager of healthcare at LexisNexis, highlights the role of provider directories as essential tools for individuals seeking healthcare. "Among the multitude of tools providing consumers with an avenue to care, provider directories remain one of the most important. However, these directories are only as useful as the information contained within them," he stated. The report calling for modernization in the directory experience suggests frequent updates and alignment with consumer preferences are vital.
Dependence on Provider Directories
The survey results reveal that consumers are increasingly relying on healthcare provider directories for various critical decisions. 49% of participants reported using these directories specifically to find specialists, while 58% noted that network coverage is a significant factor in selecting a provider. Additionally, 56% emphasized the importance of ensuring that a provider can deliver the specific type of care needed.
These findings suggest a balanced approach to clinical and financial factors is essential for consumers. Healthcare organizations are encouraged to enhance patient engagement by making directories more user-friendly and aligned with consumer priorities. Mariano points out, "At their best, provider directories are easy to use and reflect up-to-date network and credential information."
Consequences of Poor User Experience
A deficient user experience can lead to frustration, driving up support costs for health plans and potentially putting patients at risk of non-compliance with their care plans. The survey underlines the critical need for healthcare organizations to focus substantially on improving data quality, usability, and transparency within provider directories.
With a concerted effort towards enhancing the directory experience, healthcare organizations can empower consumers, allowing them to make informed decisions regarding their care. This, in turn, can lead to reduced overall care costs and improved satisfaction among members.
It is essential for healthcare providers to recognize these challenges and act accordingly. As the healthcare sector continues to change, the insights provided by this report should serve as a wake-up call for organizations aiming to deliver better care to their clientele.
The survey was conducted by Ipsos from June 12 to June 18, 2025, and respondents were weighted to represent U.S. population demographics based on Census targets. Detailed findings can be accessed in the full report.
About LexisNexis® Risk Solutions
LexisNexis® Risk Solutions is dedicated to harnessing the power of data and advanced analytics for businesses and governmental entities to reduce risk and enhance decision-making globally. The organization offers solutions across diverse industries, including insurance, financial services, and healthcare, with a commitment to providing innovative resources aimed at improving the quality of patient care and decision-making.
Topics Health）
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