Patients Crave Conversational Texting, Frustrated by Simplistic Healthcare Communication

Patients Crave Conversational Texting, Frustrated by Simplistic Healthcare Communication
Patients Crave Conversational Texting, Frustrated by Simplistic Healthcare Communication


What You Should Know:

– A new survey by Artera, a leader in patient communication technology, reveals a stark disconnect between how healthcare providers communicate and what patients actually want.

– The findings, based on responses from over 2,000 patients, paint a picture of frustration and missed opportunities, with simple phone calls and one-dimensional text messages falling short of patient expectations.

Communication Breakdown

– Nearly half (45%) of patients have missed or forgotten a bill due to communication difficulties with their provider’s office.

– 43% report negative health impacts from communication challenges, including issues scheduling appointments or sharing crucial information.

– A staggering 79% of patients want providers to offer text-based conversation on any topic, highlighting a desire for more convenient and accessible communication.

Texting: A Double-Edged Sword

– While 77% find automated text exchanges valuable, simplistic “yes/no” interactions dominate, frustrating 69% of patients who long for deeper conversations.

– Two-thirds report incomplete text experiences, with 31% failing to achieve their goals at least half the time, often resorting to phone calls.

– Technical glitches and unanswered messages further exacerbate the problem, with 62% experiencing error messages, invalid responses, or radio silence from providers “half the time” or more.

Financial and Human Costs

– Providers failing to meet communication expectations face financial consequences, as 59% of patients are willing to switch doctors due to poor communication.

– Artera’s research sheds light on the impact on healthcare workers as well, with a December 2022 report finding outdated communication strategies contributing to staff burnout.

Guillaume de Zwirek, CEO and Founder of Artera, emphasizes the importance of patient-centric communication: “As a $4 trillion market, healthcare should offer unmatched customer experience. If patients can’t communicate seamlessly, they won’t engage, leading to a sicker population and more expensive care long term.”



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