1. 33% of users find provider directory information outdated. 2. 82% of users reported encountering incorrect data. 3. Consumer reliance on directories highlights need for accuracy. 4. Improved directory usability could enhance member satisfaction. 5. Healthcare organizations must modernize directory experiences.
The article emphasizes the importance of accurate provider directories, which strengthens RELX’s services in healthcare data analytics, potentially leading to increased demand and revenue. Historical increases in customer engagement following service improvements indicate a positive trend for RELX’s market performance.
The article showcases significant user issues with healthcare directories, aligning directly with RELX’s business model in data and analytics, suggesting a strong potential for increased market share and influence in this sector.
As healthcare organizations adapt and improve directory accuracy, RELX’s role in providing data solutions will likely expand. Long-term investments in technology and user experience will yield sustained growth opportunities.
One third of provider directory users have encountered outdated or incorrect information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.
"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.
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 (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