New Report Reveals AI’s Role in Transforming Patient Engagement and Communication Strategies

New Trends in Patient Engagement

In an era where technology drives healthcare transformation, Artera has produced a compelling report titled Trends in Patient Engagement. This study delves deep into the dynamics of patient-provider communication and highlights some pressing concerns shared by over 1,000 U.S. patients. Central to the report is a stark message: poor communication remains a formidable barrier to effective healthcare access.

According to the data, a significant 63% of patients revealed they are willing to change their healthcare provider over concerns regarding communication. Disturbingly, this figure rises to 73% among younger patients, aged 17 to 54, compared to 51% for those aged 55 and over. Clearly, the healthcare system is being urged to adapt to a digital-first approach akin to customer experiences in the retail and banking sectors.

The rise of spam, telemarketing, and fraudulent SMS messages has compounded the problem, making patients wary of communications they receive, particularly from unknown numbers. The report shows that a startling 71% of patients report an influx of text messages from numbers they don’t recognize as scams. Alarmingly, 87% of patients claim they are less likely to engage with communications coming from an unrecognized sender.

Moreover, traditional phone communication methods are failing patients. The report indicates that 47% of respondents opted not to schedule an appointment due to frustrations with phone communications with their provider’s office. This is not just a mere inconvenience; missed appointments due to communication issues can lead to adversities in patient health. Of those who have refrained from setting appointments due to phone frustrations, 61% acknowledged a negative impact on their health, while 40% faced urgent health crises directly attributable to such communication failures.

A particularly notable finding from the report lies in the realm of short-code text messages. Evidence shows that 89% of patients feel disrupted by an increase in these types of SMS texts, which are often perceived as spam. Consequently, 65% admitted to ignoring these messages, resulting in missed crucial information about their healthcare.

In contrast, patients demonstrated a preference for two-way, conversational messaging powered by AI. A substantial 76% expressed interest in using AI-driven text messaging for diverse purposes beyond appointment reminders, such as scheduling inquiries, payment matters, and post-visit follow-up care. These insights reinforce the need for providers to leverage AI technology to enhance patient communication.

Engagement appears to rise significantly when providers utilize familiar 10-digit numbers for SMS communication—patients are reported to be 89% more likely to engage with providers and are more inclined to keep appointments and follow care instructions. Specifically, 66% of patients indicated they would attend all appointments if communicated through a long-code SMS.

The findings also flagged that certain demographic groups, especially non-white patients and those with chronic conditions, encounter more severe challenges in communication with their healthcare providers. The data highlights that nearly half of non-white patients (49%) have missed appointments, compared to just 32% of white patients, resulting in potential long-lasting health implications. Furthermore, 54% of non-white patients reported experiencing life-threatening issues due to poor communication, outpacing the 33% reported by their white counterparts.

Guillaume de Zwirek, CEO and Co-founder of Artera, emphasized the critical nature of effective patient communication, stating, "When done well, seamless and intuitive patient communication can dramatically improve satisfaction and adherence." The report serves as a strong call to action for healthcare organizations to adopt modern engagement tools—like branded SMS channels and AI-powered agents—to create a patient experience that excels and fosters loyalty while ultimately driving revenue growth.

The comprehensive recommendations provided in the report aim to equip healthcare providers with strategies to bolster patient engagement and enhance overall organizational efficacy. For those interested in the full analysis, the report is available for download through Artera's official channels.