It’s 2025, and patients expect healthcare to feel as simple as ordering a ride or booking a dinner reservation. They want tools that help them connect, learn, and manage their care, without getting stuck on hold or confused by medical jargon.
A recent HIMSS study found that over half of patients use digital tools regularly to talk with their doctors. They say these tools are most helpful for learning about their health and getting fast support when they need it.
So what does that mean for healthcare providers?
It’s time to examine what patients want from communication with providers in 2025 and how the right technology, like unified communications in healthcare, can make it happen.
1. Patients Want Personal, 24/7 Support
When it comes to care, patients want it to feel personal. They want to speak in their language, connect after hours, and know their provider has all the right info before the conversation even starts.
That’s where integrated communication platforms come in. These systems bring together phone, text, video, and email—so teams can deliver quick, personalized care without switching between tools.
Look for a provider that supports:
- 24/7 virtual consultations for urgent care or follow-ups
- Multilingual communication options for a more inclusive experience
- Automated follow-up care, appointment reminders, and text alerts to reduce no-shows and improve satisfaction
These are the kinds of UC tools that enhance digital health experiences—especially when they connect directly to the EHR. With EHR-integrated communication tools, front desk staff, nurses, and doctors all see the same up-to-date patient info, no matter how a patient reaches out.
2. They Want to Understand Their Health
Patients don’t just want care—they want to understand it. That means digital tools that make it easy to get answers, track progress, and feel confident about next steps.
In fact, 60% of patients in the HIMSS study said that digital tools helped them learn about their health and feel more in control.
Here’s where smart patient communication tools come in. Features like secure messaging in healthcare allow patients to ask a quick question, request a refill, or check in without waiting for a callback.
For providers, that means fewer voicemails, shorter phone calls, and better patient-provider communication.
Look for systems that offer:
- AI-powered transcriptions that auto-update charts
- Clear follow-up messaging after appointments
- Access to test results and educational content through secure channels
This is how digital patient engagement builds trust—and helps patients take charge of their care.
3. They Want to Reach You Without Getting Stuck
No one likes waiting on hold—especially when they’re sick, stressed, or trying to reschedule an appointment. If your phone system is outdated or overloaded, you’re not just losing time—you’re losing patient trust.
Smart call center solutions for healthcare can help by routing calls to the right place automatically. Even better, virtual care platforms now include AI agents that handle basic requests like scheduling, billing questions, or prescription refills without tying up staff.
What should you look for?
- Advanced call routing and auto-attendants that guide patients to the right department
- Online booking options for both primary and specialty care
- 99.999% system uptime for secure and reliable communication in virtual healthcare
These tools don’t just support the front desk—they improve the entire telehealth user experience, making sure no patient gets left behind.
And when communication systems are built to work together, the benefits ripple out: less wait time, faster answers, and better outcomes.
That’s the power of how unified communications improve patient care.
One Final Thought
Great care isn’t just about having good doctors—it’s about having the right tools to stay connected, clear, and available.
If your current setup feels like a patchwork of phones, portals, and voicemails, you’re not alone. But there’s a better way.
Look for a provider that offers integrated telephony systems in healthcare settings, built for today’s digital demands. You need more than just a phone—you need a system that brings together calls, messages, video, and EHR access in one connected platform.
Sangoma is one of the companies doing this well. With secure, healthcare-specific communications, multilingual support, AI features, and full EHR integration, we help practices of all sizes improve staff efficiency, reduce no-shows, and meet patients where they are.