Healthcare has been the most talked-about topic ever since COVID-19 happened. No wonder HealthTech has emerged as a leading domain in the past few years. Let’s have a look at what’s shaping consumer healthcare!
What’s next in consumer healthcare? & How will healthcare capitalize on new opportunities?
Valtech, a leading technology company, has launched a report outlining expert insights and exploring the vast potential of new digital practices in elevating patient experiences and outcomes.
Introduction
Quality care alone won’t win in a competitive healthcare industry. Patients today expect smooth, tailored digital experiences everywhere. Miss the mark, and your brand may fall behind. As healthcare becomes more consumer-driven, machine learning (ML) and GenAI are essential technologies for improving patient care and strengthening customer relationships.
Valtech According to the USA’s Consumer Healthcare Research Survey, 40% of healthcare businesses believe technological collaborations are crucial to mindshare and patient experiences. ML and GenAI may improve brand experiences by assuring brand continuity, driving creativity, and delivering personalized content at scale.
This report revolves around:
- Patient Loyalty
- Enhancing Patient Access
- Differentiating Your Brand
- Experience Operations
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Patient Loyalty
Would you believe that 53% of healthcare providers say increasing patient loyalty is a top priority for digital transformation?
Yes, this number has come from the Consumer Healthcare Research Survey, Valtech USA.
Factors like rising competition from digital health startups, privacy concerns related to data usage, or poor customer experience (long wait times, complicated processes) have left patients with more choices than ever and expect better experiences from healthcare providers.
“Piedmont is a good organization to look at. They’ve done a lot to improve the overall experience of people coming to their website and finding what they need to do. They’ve identified what the top tasks are, and they’ve optimized and personalized that journey through technology implementation,” says Chris Boyer, Digital Health Engagement Expert at Touch Point Media.
Solutions to Improve Patient Loyalty
Patient records of privacy and foremost significance are security-minded, with 43% of C-suite authorities noting the danger of data leaks as an obstacle to improved customization.
- Personalized care: AI-driven insights help doctors offer tailored treatments.
- Trust & Transparency: Patients want their data protected while enjoying customized services.
- Digital engagement: Using apps, chatbots, and self-service tools makes it easier for patients to manage healthcare.
What are Consumer data platforms (CDPs)?
Consumer data platforms (CDPs) are designed to collect, cleanse, and unify customer data. However, their adoption in consumer healthcare has long been inhibited by the perception of redundancy in the IT department. IT typically focuses on implementing solutions like data lakes and data warehouses, which provide a centralized repository for data but lack the features, tools, and accessibility required for immediate use.
Layering on a CDP can help organizations unlock hidden value in their data by providing data-driven experiences to practitioners and patients alike. For example, healthcare providers can guess what patients will do using automated propensity modeling or segment identification to look at data. For example, they can imagine how likely a patient will make a new appointment, stick to their treatment plan, or switch to a different provider. However, because licensing and integrating these technologies are very expensive, it takes a lot of time to get used to them, and people think that homegrown efforts are unnecessary; less than one in five healthcare organizations have successfully rolled out a CDP to the whole company.
Driving Engagement with Apps and Patient Portals
“Even if you’re with the best patient portal provider there is, it may not do the things that would allow truly personalized and proactive healthcare,” says Jeff Stewart, VP of Strategic Marketing at CHRISTUS Health. “We have to strake a careful balance between offering customized, meaningful brand experiences and aligning with the vendor’s need for standardization and reliability.”
Standardizing Data for AI
87% of C-suite healthcare leaders have implemented, or have plans to implement, LLM-powered chatbots into patient experiences.
AI and machine learning require extensive development and testing before being integrated into patient-facing applications. “COVID created tremendous labor pressure, and our clinical staffing costs went up more than 20%, so we can’t financially justify bringing on 3-6 people to program chatbots, which is where LLMs come into their own,” says Stewart.
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Enhancing Patient Access
“We have a heavy focus on online scheduling, but we’re also looking at creative ways to fill canceled slots, waitlisting people and offering appointments as they come available through a program called ‘fast pass,” says Andreadis.
Patients now expect healthcare access to be as easy as booking a flight. However, many providers still use outdated systems, making it frustrating to:
- Find doctors easily through virtual consultation tools (telehealth).
- Opening up online scheduling and self-service.
- Conversational user interface technologies to facilitate prescription management and refill requests.
Key Digital Access Trends in Healthcare
- Wearable devices & remote monitoring: Smartwatches track heart rate, sleep, and physical activity.
- Automated medication reminders: AI-driven apps ensure patients take medicine on time.
- Consumer Data Platforms (CDPs): Hospitals integrate patient data from different sources for a 360-degree view of patient history.
- Loyalty programs: Personalized health incentives can boost engagement and preventive care.
- 48% of healthcare IT leaders say AI has improved patient treatment adherence.
Differentiating Your Brand
1. The Role of Branding in Consumer Healthcare
Branding in healthcare goes beyond logos and slogans; in 2025, it will include trust and differentiation. A strong brand is essential for fostering loyalty, and digital experiences are now prime importance to patient engagement.
2. Defining Market Specialization
Trying to be everything to everyone weakens brand positioning. Organizations should focus on niche elements, ensuring their marketing complements the services they are best equipped to provide, improving resource allocation, and enhancing patient satisfaction.
3. Crafting a Distinct Brand Message
Patients seek reliability and clarity, making a unified voice crucial in patient interactions. However, more than two-thirds of healthcare marketing professionals struggle to maintain a consistent brand voice.
4. The “Brand Halo” Effect
Consistency in messaging fosters a “brand halo” effect, where positive experiences in one aspect of care influence overall perception. For instance, a user-friendly online application makes it easy to book appointments, enhancing trust in clinical care and leading to patient retention.
Experience Operations
54% of healthcare leaders say lack of department collaboration slows digital transformation.
Yes, hospitals are now shifting to “experience-driven healthcare,” where the patient’s entire journey is smooth, from first contact to recovery.
“The digital world has forced us to try to unite, but data challenges have been holding that back,” says Stewart. “And so we set about a project to bring in master data management specific to our provider data. Consumers are driving a lot of that, because they want to know who can treat them for what condition, where, and when.”
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How to Improve Patient Experience?
- Hospitals need accurate, up-to-date records for better decision-making and data management.
- Patient feedback matters for improving services, so that process must be hassle-free.
- Marketing, IT, and patient services must collaborate to offer a good experience.
What’s Next?
Did you know-60% of healthcare providers are expanding their digital health strategies in 2025?
- Fully automated patient scheduling & records
- AI-powered healthcare assistants that offer instant medical guidance
- More home-based healthcare services using remote monitoring
- Greater focus on preventative care & wellness programs
The future of healthcare is digital, patient-centered, and data-driven. To stay ahead, providers must:
- Enhance patient experience with AI & automation
- Improve access through telehealth & self-service tools
- Ensure data privacy while personalizing care
- Break down silos between marketing, IT, and patient services
By adopting innovative digital solutions, the U.S. healthcare industry can deliver faster, safer, and more personalized patient experiences.
To participate in our interviews, please write to our HealthTech Media Room at news@intentamplify.com
- Online scheduling: Patients want to book and manage appointments without calling a hospital.
- Telehealth: Telemedicine reduces wait times and improves accessibility. Virtual visits have pushed healthcare providers to develop new platforms that offer on-demand care.
- Interactive voice assistants (IVAs) and AI chatbots: 70% of healthcare leaders are exploring AI chatbots to improve patient interaction.
- Better ‘Find-a-Doctor’ tools: Search-friendly platforms help patients choose the right doctor based on reviews and availability.
- 42% of healthcare leaders say reducing appointment wait times is a significant challenge.
Data & AI in Healthcare
- 87% of healthcare leaders are adopting or planning to use AI chatbots for patient engagement.
- 43% of C-suite leaders worry about AI ethics and data security risks.
- Hospitals can predict high-risk patients and intervene early.
- AI can analyze patient history and offer customized health recommendations.
- AI can handle routine patient queries, saving time with automated chatbots & virtual assistants:
- AI-generated medical advice must be carefully monitored.
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Digital Health Innovation
Gone are the days when healthcare providers just treated illnesses. Now, they are offering holistic digital wellness experiences for their patients.
- Wearable devices & remote monitoring: Smartwatches track heart rate, sleep, and physical activity.
- Automated medication reminders: AI-driven apps ensure patients take medicine on time.
- Consumer Data Platforms (CDPs): Hospitals integrate patient data from different sources for a 360-degree view of patient history.
- Loyalty programs: Personalized health incentives can boost engagement and preventive care.
- 48% of healthcare IT leaders say AI has improved patient treatment adherence.
Differentiating Your Brand
1. The Role of Branding in Consumer Healthcare
Branding in healthcare goes beyond logos and slogans; in 2025, it will include trust and differentiation. A strong brand is essential for fostering loyalty, and digital experiences are now prime importance to patient engagement.
2. Defining Market Specialization
Trying to be everything to everyone weakens brand positioning. Organizations should focus on niche elements, ensuring their marketing complements the services they are best equipped to provide, improving resource allocation, and enhancing patient satisfaction.
3. Crafting a Distinct Brand Message
Patients seek reliability and clarity, making a unified voice crucial in patient interactions. However, more than two-thirds of healthcare marketing professionals struggle to maintain a consistent brand voice.
4. The “Brand Halo” Effect
Consistency in messaging fosters a “brand halo” effect, where positive experiences in one aspect of care influence overall perception. For instance, a user-friendly online application makes it easy to book appointments, enhancing trust in clinical care and leading to patient retention.
Experience Operations
54% of healthcare leaders say lack of department collaboration slows digital transformation.
Yes, hospitals are now shifting to “experience-driven healthcare,” where the patient’s entire journey is smooth, from first contact to recovery.
“The digital world has forced us to try to unite, but data challenges have been holding that back,” says Stewart. “And so we set about a project to bring in master data management specific to our provider data. Consumers are driving a lot of that, because they want to know who can treat them for what condition, where, and when.”
HealthTech Insights: Epicore Biosystems Raises $26 Million for Sweat-Sensing Wearables
How to Improve Patient Experience?
- Hospitals need accurate, up-to-date records for better decision-making and data management.
- Patient feedback matters for improving services, so that process must be hassle-free.
- Marketing, IT, and patient services must collaborate to offer a good experience.
What’s Next?
Did you know-60% of healthcare providers are expanding their digital health strategies in 2025?
- Fully automated patient scheduling & records
- AI-powered healthcare assistants that offer instant medical guidance
- More home-based healthcare services using remote monitoring
- Greater focus on preventative care & wellness programs
The future of healthcare is digital, patient-centered, and data-driven. To stay ahead, providers must:
- Enhance patient experience with AI & automation
- Improve access through telehealth & self-service tools
- Ensure data privacy while personalizing care
- Break down silos between marketing, IT, and patient services
By adopting innovative digital solutions, the U.S. healthcare industry can deliver faster, safer, and more personalized patient experiences.
To participate in our interviews, please write to our HealthTech Media Room at news@intentamplify.com
