We asked real people about their experience with the U.S. healthcare system. Here's what they told us.
Key Findings
86%
have avoided or delayed care due to cost uncertainty
76%
have received a surprise medical bill
95%
would use a price transparency tool
90%
want help navigating the healthcare system
People are skipping care they need
86%have avoided or delayed healthcare because of cost uncertainty. People aren't making medical decisions based on health. They're making them based on fear of the bill.
Surprise bills are the norm
76% have received a surprise medical bill. Nearly a quarter said it happens frequently.
Nobody can tell you what anything costs
We asked: “When estimating the cost of a healthcare service, which of the following were major pain points?” Respondents could select all that applied.
The results show frustration at every level.
of respondents selected this
of respondents selected this
of respondents selected this
of respondents selected this
Billing is broken at every step
We tested four basic assumptions. Respondents disagreed with all of them.
“I know the full cost before receiving a major medical service.”
“I find it easy to compare prices across providers.”
“The process of paying medical bills is straightforward.”
“I trust that the billed amount is accurate.”
How people find care today
Nearly half just Google it. No one has a dedicated tool for navigating healthcare.
In their own words
I delayed a lab test because I wasn't sure if my insurance would cover it fully.
On avoiding care / Anonymous respondent
Received a bill months after a procedure that didn't match my expectations. Took weeks to resolve.
On surprise billing / Anonymous respondent
My insurance often denies covered procedures. Getting them to pay is a battle every time.
On insurance denials / Anonymous respondent
The demand is clear
95%
would use a price transparency tool
90%
want a healthcare navigation service
That's not a niche. That's everyone.
That's why we're building Elena
A personal healthcare assistant that fights for you. She finds the best prices, calls your doctor, manages your insurance, and makes sure you never get surprised by a bill again.
Try ElenaMethodology
This survey was conducted in March 2026 with dozens of respondents across the United States, ages 18-57. Respondents were sourced through direct outreach. The sample skews younger and is not nationally representative. These results are directional and reflect real pain points experienced by real healthcare consumers.
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