Healthcare organizations are doubling down on tech-forward strategies to enhance patient communication, satisfaction and engagement—and they’re seeing real results, according to an April 11 report from Black Book Research.
The findings are based on a survey of 1,672 professionals across more than 500 U.S. provider organizations and outline five strategies that are measurably improving the healthcare consumer experience:
- AI-powered tools: Eighty-four percent of healthcare professionals surveyed said AI-powered tools—such as automated reminders and dynamic care gap messaging—have enhanced patient satisfaction while reducing staff workloads.
- Multichannel communication: Nearly 77% of surveyed organizations said offering patients multiple, preferred communication channels—text, email, apps and secure portals—has improved care plan adherence and made engagement more consistent.
- Predictive engagement: More than 70% of respondents using predictive engagement tools reported fewer preventable emergency department visits.
- Interoperability progress: Only 32% of organizations cited interoperability as a major barrier in 2025, down from 82% two years ago.
- Digital trust: Digital trust is no longer just a back-end IT issue. Seventy-nine percent of organizations said patient participation in engagement programs increased when they demonstrated strong data protection practices.
