Communication in Healthcare: Options are NOT Optional

A 2023 survey by Bandwidth revealed that over 81% of patients' communication expectations have changed since the COVID-19 pandemic began. Texting emerged as the preferred channel for relaying bite-sized information, while phone calls remained the most preferred channel for to-and-fro communications with providers. Patients value convenience and ease of accessibility at every point of their care cycle and are no longer interested in jumping hoops to meet their needs. Healthcare providers should adapt to these changing communication preferences by understanding channel preferences, building options into their communications, and integrating reliable communication APIs.