Top Trends in Healthcare Communications for 2025 

Insights from Doxim Experts: Exploring Six Noteworthy Trends in Healthcare Communications

Our industry-leading experts have compiled a list of the top six healthcare customer communications trends to watch in 2025. So, keep reading and learn more about how these trends can see you through the new year and beyond. 

1. True Omnichannel Experience 

Many healthcare organizations have made huge strides toward going digital and bringing legacy systems up to speed in this new customer-centric era. In 2025, the goal is to provide patients with an omnichannel experience that caters to their diverse communication preferences—beyond the traditional phone call.  

It’s no longer enough to offer communication options like email, text messages, live chat, or social media. The key is to ensure that all channels are seamlessly integrated, including Customer Relationship Management (CRM) systems to boost the efficiency of your operations.  

Collecting data shared across platforms allows healthcare organizations to track patient interactions over time and across multiple channels. A true omnichannel communication approach creates a hyper-personalized, engaging experience because you have a complete picture of the patient’s journey from start to finish.  

2. Self-Service Tools: Portals and Apps 

BMC Health Services Research published a systematic review of patient experiences with healthcare technology that reviewed and summarized over 21 studies. The review narrowed in on the effects of healthcare technology on the patient’s journey.  

Results showed that patients who received technology-enabled care (TEC) felt more empowered.  

Interestingly, “providers that offered self-serve healthcare solutions also improved patient awareness of their treatment strategy and symptoms.” In short, patients using TEC also had increased confidence in treatment and healthcare provider.  

Without technology like self-service tools (portals or apps), a typical patient journey looked like this: 

1. The patient would place a phone call to access their healthcare services, likely with some back and forth about a date and time for an appointment.  
2. After arriving for the appointment, the patient needed to sit in the waiting room and fill out documentation and forms.  
3. A few weeks—or even months—later, the patient would receive a bill (depending on their insurance policy and the care required).  
4. The patient might then need to call their healthcare provider again to make a payment.  

The inefficiencies in this process have decreased patient satisfaction, adding unnecessary pressure to healthcare organizations’ support teams. With self-service tools:  

1. The patient can log in to a portal or app to quickly search for and find an appointment date and time. 
2. The patient can easily locate and fill out the necessary forms to fill out before the appointment to reduce waiting room times. 
3. Any billing, statement, or follow-up information is readily available, and the patient can pay through the channel of their choice. 

The benefits of self-service are far-reaching. So, in 2025 it’s crucial to correctly evaluate your existing systems and processes to ensure ease of integration and operability. The right solution can improve your ROI and the patient experience for a safe and secure portal that allows your teams to redirect their focus on high-priority, critical tasks.  

3. Focus on Enhanced Personalization  

Generative Artificial Intelligence (GenAI) will positively impact customer communications throughout 2025.  

Healthcare organizations can leverage GenAI with real-time (instead of historical) data to generate hyper-personalized messages. Thanks to GenAI, hyper-personalized communications create highly granular content based on every patient’s unique needs and wants. 

Examples of hyper-personalized healthcare messages include: 

• Tailored appointment reminders – Send messages or communications via print and mail, email, text, voice message, etc., to help patients remember crucial appointments or remind them to make an appointment. 
• Bills, statements, and payment reminders – Use data to help patients understand what they owe and how to pay based on their preferences and reduce days-to-pay with timely reminders.  
• Health Tips/Recommendations – Provide education via communications to help patients better understand their health options. Use data to pinpoint specific areas of interest related directly to the patient. 

Using real-time data for hyper-personalization will ultimately help you offer customer-centric messages that will shape the future of patient communications. Sending these types of messages to patients in the channel of their choice will help improve customer experience and satisfaction.  

4. Rise of Personalized Video (Telehealth) 

Telehealth is rapidly becoming an essential method for reaching patients, especially those who don’t have easy access to healthcare. It allows healthcare professionals to provide patient care online, typically via video calls or personalized video.  

This study predicts that online doctor consultations are estimated to reach 11.74% growth between 2024 and 2028. 50% of patients in the United States already prefer virtual visits as they’re much more convenient compared to in-office ones.  

For telehealth to be successful, it’s crucial to look at self-service options and improve digital literacy. It’s also essential to provide a truly omnichannel approach by integrating various channels, or information sources such as print and mail, email, text messages, wearable devices, lab results, and medical imaging so that healthcare professionals can quickly access and assess all relevant patient data and provide the correct treatment.  

5. Scalable Customer Communications Management Solutions 

Scalable solutions are an important 2025 trend. With the amount of data coming in for hyper-personalized communications, plus advancements in GenAI tools, channels, and patient expectations, it’s imperative to invest in solutions that grow with you to handle increasing demand, and complexity without sacrificing performance, quality, or efficiency.  

As patient expectations evolve, healthcare organizations will increasingly need to address legacy systems. Legacy systems make it difficult to upgrade or scale solutions like customer communications.  

Switching to a customer communications management solution that easily integrates with or replaces legacy systems is the first step in adapting to this modern, customer-centric approach.  

The best part? A scalable solution allows you to adapt to the future of healthcare communications now, giving patient engagement a boost today for loyalty in the future.  

6. Secure and Compliant Communications 

Adhering to regulations set out by governing bodies like the Health Insurance Portability and Accountability Act (HIPPA) in the United States, or the General Data Protection Regulation (GDPR) in the United Kingdom is not just a requirement, but a crucial part of handling patient data securely.  

Healthcare information is incredibly sensitive, and if GenAI allows us to do more with data, we must ensure it remains secure and compliant.  

Here’s how: 

• Keep detailed logs of generated data, ensuring transparency and accountability in your actions.  
• Comply with security laws in all communications and protect patient information.  
• Invest in HIPPA-compliant customer communications management solutions with enhanced security measures.   

Investing in the Right CCM to Improve the Future of Healthcare 

The communications landscape is shifting toward an increasingly customer-centric approach and will continue to do so throughout 2025.  

You can bring your healthcare organization up to speed with a scalable solution that uses GenAI to leverage data for hyper-personalized, truly omnichannel communications that help improve the patient experience and reduce the pressure on your support teams.