New Survey Reveals Healthcare Provider Directory Accuracy and Usability Hurdles

Rhea-AI Summary

LexisNexis Risk Solutions (NYSE:RELX) has released a comprehensive survey revealing significant challenges in healthcare provider directory accuracy and usability. The Ipsos survey of 3,014 U.S. adults found that while 82% of adults use healthcare directories, 33% have encountered outdated or incorrect information, and 21% found directories difficult to navigate.

The study highlights that 58% of users consider network coverage as a crucial factor in provider selection, while 49% use directories to find specialists. Additionally, 56% of users prioritize finding providers who can deliver specific types of care needed, emphasizing the equal importance of clinical and financial factors in provider selection.

Positive

• Survey reveals high adoption rate with 82% of adults using healthcare directories
• Strong consumer reliance on directories for critical healthcare decisions
• Clear identification of improvement opportunities in directory accuracy and usability

Negative

• 33% of users encountered outdated or incorrect directory information
• 21% of users reported difficulty in navigating healthcare provider directories
• Poor directory experience leading to increased call center costs and potential non-compliance of care

News Market Reaction – RELX

-0.25%

1 alert

-0.25% News Effect

-$217M Valuation Impact

$86.62B Market Cap

0.6x Rel. Volume

On the day this news was published, RELX declined 0.25%, reflecting a mild negative market reaction. This price movement removed approximately $217M from the company's valuation, bringing the market cap to $86.62B at that time.

Data tracked by StockTitan Argus on the day of publication.

One third of provider directory users have encountered outdated or incorrect information

ATLANTA, Sept. 9, 2025 /PRNewswire/ -- LexisNexis^® Risk Solutions, a leading provider of data and analytics, published a report today revealing new insights into consumer utilization of healthcare provider directories, including how inaccurate provider data, low awareness and poor usability may be hindering broad adoption. 

The findings are based on an Ipsos survey of 3,014 U.S. adults and highlight the need for healthcare organizations to modernize the provider directory experience. This includes ensuring the information housed within directories is frequently updated and aligning directory features with the factors that consumers value most. 

Key Finding: Provider data inaccuracy and poor user experience are leading pain points
The survey results indicate a large majority of adults (82%) have used a healthcare directory, but many respondents said they have encountered incorrect information and a hard time navigating the tool. 

• 33% of provider directory users have encountered outdated or incorrect information.
• 21% of provider directory users found it difficult to use a healthcare provider directory to find a provider. 

"Among the multitude of tools providing consumers with an avenue to care, provider directories remain one of the most important," said Adam Mariano, president and general manager of healthcare, LexisNexis Risk Solutions. "However, these directories are only as useful as the information contained within them, and our report shows consumers are encountering a concerningly high prevalence of outdated and inaccurate directory information. This impedes access to care and increases risk to organizations. These findings should serve as a wake-up call for organizations to reimagine the directory experience and to continuously improve provider data accuracy." 

Key Finding: Consumers rely on healthcare provider directories for critical healthcare decisions
The data shows that consumers depend on provider directories to find providers, confirm coverage and understand copays and deductibles. These tools play a vital role in helping consumers through complex decisions related to both providers and health plans—especially when switching plans, seeking new care or navigating other periods of change.  

• 49% of respondents said they use a healthcare provider directory to find a specialist.
• 58% of users report network coverage/participation as among the most important factors when selecting a provider, with 30% reporting it as the single most important factor. 
• 56% of users report that ensuring the provider can deliver the specific type of care needed is among the most important factors when selecting a provider. 

The responses indicate that consumers value clinical and financial factors equally when selecting a provider, highlighting an opportunity for healthcare organizations to enhance patient and member engagement by making directories more intuitive and aligning them with what consumers value most. 

"At their best, provider directories are easy to use and reflect up-to-date network and credential information, becoming powerful tools for engaging and retaining patients and members," said Mariano. "However, a poor experience with a provider directory can lead to frustration, higher call center and support costs for payers and ultimately non-compliance of care for patients in need. With an emphasis on data quality, usability and transparency, organizations can empower individuals to make informed, confident decisions about their care, reducing overall cost of care and improving member satisfaction."

Ipsos conducted the survey from June 12 to June 18, 2025. A sample of 3,014 U.S. adults aged 18 or older was interviewed online in English. Surveys were collected as part of a multi-client omnibus program, where questions on various topics are included in one interview and clients share demographic information collected. Data was weighted to represent populations based on targets from the U.S. Census. 

Click here to view the full report.

About LexisNexis^® Risk Solutions 
LexisNexis^® Risk Solutions harnesses the power of data and advanced analytics to provide insights that help businesses and governmental entities reduce risk and improve decisions to benefit people around the globe. We provide data and technology solutions for a wide range of industries including insurance, financial services, healthcare and government. Headquartered in metro Atlanta, Georgia, we have offices throughout the world and are part of RELX (LSE: REL/NYSE: RELX), a global provider of information and analytics for professional and business customers. For more information, please visit www.risk.lexisnexis.com and www.relx.com. 

Media Contact: 
Syed Shabbir
Sr. Manager, Corporate Communications
LexisNexis Risk Solutions 
816-572-7709 
syed.shabbir@lexisnexisrisk.com 

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SOURCE LexisNexis Risk Solutions

FAQ

What are the main findings of LexisNexis Risk Solutions' 2025 healthcare provider directory survey?

The survey found that 82% of adults use healthcare directories, but 33% encounter outdated information and 21% find them difficult to use. Network coverage and specific care type delivery are top factors in provider selection.

How many people participated in the RELX healthcare directory survey 2025?

The Ipsos survey included 3,014 U.S. adults and was conducted from June 12 to June 18, 2025.

What percentage of users rely on healthcare directories to find specialists according to the 2025 RELX study?

According to the study, 49% of respondents use healthcare provider directories specifically to find specialists.

What are the most important factors for users when selecting healthcare providers in 2025?

The survey revealed that 58% of users consider network coverage/participation crucial, with 30% rating it as the most important factor. Additionally, 56% prioritize ensuring the provider can deliver specific care needed.

How is inaccurate directory information affecting healthcare organizations according to RELX?

Inaccurate directory information leads to increased call center and support costs for payers, potential non-compliance of care for patients, and creates barriers to accessing care while increasing organizational risk.