Provider Directory Utilization
Are Provider Directories Helping or Hindering Access to Care?
A new 2025 consumer survey from LexisNexis® Risk Solutions reveals both issues and opportunities related to healthcare provider directories—tools that are intended to help patients find the right doctors, specialists and facilities.Awareness and Access Barriers: Survey Highlights
Despite widespread availability, the survey showed that provider directories are still underutilized, with reliance instead on personal referrals. Lack of familiarity, inaccurate data and poor usability are the leading barriers to use.
- Nearly 20% of consumers surveyed have not used a provider directory.
- One in three directory users surveyed encounter outdated or inaccurate information.
- Of those who have used a provider directory, more than 20% find the platforms difficult to use.
These challenges erode trust and make it harder for individuals—especially those managing care for others—to access timely, appropriate care.
Closing the Provider Directory Data Gap
The survey highlights key opportunities for healthcare organizations to improve their provider directories, including:
- Increasing awareness
- Enhancing usability (especially on mobile)
- Ensuring information is kept accurate and up to date
With provider data changing frequently—as often as every 90 days—these improvements are essential to reducing friction and helping consumers make better-informed healthcare decisions.
Provider directories play a vital role in helping people find specialists, confirm insurance coverage and choose the right care. To fulfill that role, healthcare organizations must evolve these tools to meet the expectations of modern users.
Download the full report to explore the data behind consumer experiences, usage patterns and what healthcare organizations can do to close the gap between intention and impact.
Download Full Report Here
