2024 Healthcare Communication Trends Report

AI technology supports healthcare communication, but concerns over privacy and security linger

INTRODUCTION

Overview

Patient interactions with healthcare providers begin long before an appointment—and extend well after. From text messaging and social media to chatbots and virtual assistants, new technologies have raised patient expectations for interactions with their healthcare providers.

The healthcare industry is undergoing a profound digital transformation with communication at its core, and as patients take on more increasingly active roles in managing their healthcare journeys, it’s more important than ever for practices to communicate effectively across platforms.

Manual and disconnected methods for patient engagement are no longer sustainable. Long wait times and difficulty connecting with healthcare providers are becoming increasingly frustrating for patients. Providers are facing resource constraints and labor shortages that leave them short-staffed, forcing staff to take on communication roles for which they aren’t prepared and complicating communication even further. The good news is the communications industry has already undergone rapid transformation in cloud delivered solutions and can offer this environment innovative new solutions. Healthcare practices can now invest in modern communication technologies to enhance patient experiences and operational efficiency.

Recognizing the critical role of effective communication in patient satisfaction, RingCentral, a leader in unified communication and customer experience technology, surveyed 201 patients and 300 providers about their experiences with communications in the healthcare sphere. Among patients, the study explored expectations for interactions with providers. Among providers, the study probed how providers are leveraging AI-powered solutions to enhance customer experiences.

The findings provide an exclusive view into customer healthcare experiences in the U.S., painting a picture of patient behaviors that can help guide change and innovation for practices during a time of intense technological transformation.

The survey reveals that 95% of providers agree there is a link between effective patient communication and higher patient satisfaction. The vast majority (83%) of healthcare practices say they actively use a contact center platform, and yet 36% of practices are not fully satisfied with their technology for patient communications.

The following report describes patient preferences for healthcare communication and provider challenges in meeting these expectations. It also discusses innovative solutions that prioritize both sets of needs.

By exploring the role of AI in streamlining communication and identifying concerns about AI integration, this data highlights opportunities for provider organizations to integrate tools and strategies that create stronger patient experiences.