The state of health care communication: What patients want in 2025

In health care, communication isn't just a courtesy — it's a competitive advantage.

According to Smart Communications' 2025 Customer Experience Benchmarks report, 81% of health care consumers say they're likely to recommend a health care professional (HCP) if communication exceeds expectations. But nearly 70% also say they'll walk away if it doesn't.

The global survey of 3,000 consumers, with detailed insights on health care, shows that patients want better digital experiences, faster form processes and more personalized communication — and they're increasingly open to artificial intelligence (AI), if it's used transparently.

In a time when health care costs are rising and patient loyalty is harder to earn, organizations that simplify communication and streamline data collection may stand out most. In 2025, better communication isn't just good strategy — it's a prerequisite for retention, revenue and reputation.

These slides break down the key findings from the report.