Thegreat majority of consumers who have attempted to find out theout-of-pocket costs of a procedure in advance say the process was astruggle or the information was inaccurate. (Image:Shutterstock)

A survey commissioned by a medical billing service shows thatmany Americans are willing to ditch their doctors over negativedigital experiences.

The survey of 1,607 online respondents wascommissioned by Cedar, a patient payment and engagement platform,and conducted in collaboration with Survata, an independent surveygroup.

Twenty percent of respondents reported having switched providersdue to frustration with a digital experience, such as online bill payment or pre-appointment forms.Forty-one percent said that a poor digital experience might leadthem to switch providers.

Related: Millennials dissatisfied with traditionalapproaches to health care

Predictably, there is a major generation gap on the issue. Only21 percent of those over 65 said a negative digital experiencemight prompt them to find a new doctor, compared to 61 percent ofthose aged 18 to 24.

Similarly, 29 percent of the youngest adults reported abandoninga provider due to digital issues, compared to only 6 percent ofsenior citizens.

Cedar argues that technical issues not only inconveniencepatients, but endanger their financial security. While 60 percentof patients reported trying to get information on out-of-pocketcosts from a provider before receiving care, the great majority (51percent) said the process was a struggle or the information wasinaccurate.

Inaccurate information on medical costs can often lead tosurprise bills that patients can't afford to pay. Cedar notes thatits survey found that one-third of all respondents and 44 percentof those in the 18 to 24 group have had a medical bill go to collections.

Patients listed a number of online resources that providerscould offer to make payments more transparent and predictable.

The most popular option, cited by 83 percent of respondents, wasflexible payment plans for large bills. Fifty-six percent said theywould appreciate access to out-of-pocket cost estimates. A third ofrespondents said they want digital payment options.

Read more: 

• Consumers more likely to pay hospital bills ifcosts are clear
• Comparison shopping, tech rising in healthcare
• Health care satisfaction survey: cost-estimatorsgood, customer service bad