As we wrap up another year and get ready for 2025 to begin, it is once again time for everyone’s favorite annual tradition of Health IT Predictions! We reached out to our incredible Healthcare IT Today Community to get their insights on what will happen in the coming year and boy did they deliver. We in fact got so many responses to our prompt this year, that we have had to narrow them down to just the best and most interesting. Check out the community’s predictions down below and be sure to follow along as we share more 2025 Health IT Predictions!
Check out our community’s Patient Experience predictions:
Christine Lee, Head of Health Strategy & Partnerships at AnalyticsIQ
As we look toward 2025, the patient experience in healthcare is poised for transformative change, driven by the accelerated adoption and integration of people-based consumer data and insights. Here’s how I envision this evolution:
Personalized Patient Engagement: Leveraging comprehensive consumer data, healthcare providers will optimize outreach and tailor interactions to align with each patient’s unique preferences, behaviors, and motivations; this personalization will enhance patient satisfaction and foster stronger relationships between patients and providers
SDOH Focused Journeys: Insight into social factors impacting patients’ lives outside of clinical settings will allow for the creation of more holistic care plans; recognizing factors like access to care, food security, transportation, and more will enable providers to address not just medical needs but also the underlying aspects of life influencing health
Improved HCP Collaboration: Understanding healthcare professionals (HCPs) through consumer insights will streamline collaboration and information sharing; tailored engagement strategies will support HCPs in delivering better patient care and communication while staying informed about the latest advancements.
The integration of high-quality, predictive consumer data into healthcare will revolutionize the patient experience by making it more personalized, proactive, and patient-centered. These advancements will not only enhance individual patient experiences but also contribute to more efficient and effective healthcare overall.
Lyle Berkowitz, MD, CEO at KeyCare
Health systems will seek to increase patients’ access to virtual care options as a means of widening their digital front doors and catering to consumer demand for convenient care options, including on-demand 24×7 virtual urgent care. Studies show that patients often prefer telehealth over in-office visits for both routine and minor issues as well as chronic disease management, and health systems will increasingly understand that they must expand their virtual care capacity to attract and retain more patients.
Lance Reid, CEO at Telcion
In 2025, healthcare will embrace pre-visit payment models, requiring patients to pay for services upfront through digital platforms. This shift will mirror trends in consumer-facing industries, simplifying transactions and aligning with patient expectations for convenience and transparency. Pre-visit payments will significantly reduce administrative follow-ups, enhance cash flow for providers, and streamline the billing process. For patients, the result is fewer surprises, faster service, and an overall improved experience. As digital tools become more sophisticated and widely adopted, this approach will redefine healthcare payment systems, making financial interactions more efficient and predictable for all parties involved.
Dr. Steven Chen, M.D, MBA, Breast Surgeon and Chief Medical Officer at ImpediMed
Healthcare providers will leverage digital health platforms to track multiple aspects of patient wellness, from physical symptoms to emotional well-being, enabling more responsive and personalized care. This comprehensive approach will be particularly crucial for patients, where maintaining quality of life is paramount. The focus will continue to shift from isolated interventions to connected care ecosystems that support the whole person, addressing physical side effects, emotional challenges, and lifestyle factors in a coordinated way.
Michelle Torr, Director of Patient Marketing & Advocacy at Vertos Medical
One of my predictions for 2025 is related to the patient experience in healthcare. I understand my prediction is going against the grain on what (almost) everyone is saying AI will “accomplish” in healthcare but I predict that AI will not make a difference in the patient experience. Yes, AI startups are appearing at a rapid pace to automate the healthcare space and AI technologies are unquestionably increasing.
But there are already so many broken touch points in healthcare such as incomplete data, inconsistent privacy policies across state and global lines, lack of integration across disparate entities, and perception gaps between C-level and mid-level leaders, that just adding AI to the already broken and complicated mix isn’t going to help. It will be interesting to watch the rise and fall of AI capabilities over the next year (or more), but we’re years away from reaping the rewards at the patient level.
Sameer Bhat, Co-Founder, VP of Sales at eClinicalWorks
In 2025, AI-powered technology will re-emphasize compassionate, in-the-moment care. AI is helping eliminate language barriers in the office and over the phone. Patients are frustrated by the lack of face-to-face interactions with their providers; when they know their providers actively listen and engage in the appointment, they feel more confident in their care and next steps. AI medical scribes make this possible by summarizing patient-provider conversations into clinical documentation while helping providers focus on the patient rather than on a screen. AI-powered agents also help reduce wait times, answer after-hours questions, and empower patients to manage their appointments.
AI technology will empower providers to do more with less. In 2025, the patient experience will be brought to the forefront as administrative tasks become less burdensome for providers and they shift back to high-quality patient engagement.
Frank McGillin, CEO at The Clinic by Cleveland Clinic
I predict that 2025 will be the year we start seeing AI delivering personalized healthcare experiences for consumers. AI will move from driving efficiency behind the scenes to patient-facing, making it easier for people to access care. Each patient’s journey is unique and can be challenging. Personalizing that experience through AI can make a big difference. From easing the paperwork burden, answering questions, checking benefit eligibility to connecting patients with a sub-specialist in a different state, patient-facing AI has a lot of potential, and I think the market is ripe to capitalize on that.
Tim Price, Chief Product Officer at Infermedica
The future of patient experience lies in proactive engagement powered by AI and data insights. As we move into 2025, healthcare systems will increasingly anticipate patient needs and guide individuals through personalized care pathways. This evolution will shift the industry from reactive care to a model that delivers timely, tailored support at every step, raising the bar for both patient satisfaction and health outcomes.
John Orosco, CEO at Red Rover Health
As consumer expectations and demands for concierge care rise, healthcare organizations will increasingly focus on delivering personalized, efficient, and transparent patient experiences. From streamlined communication to real-time access to health records, patients will expect care journeys that rival the convenience of other industries. Meeting these expectations will require robust technology and a commitment to continuous improvement in patient-centric care.
Kamal Anand, Chief Product Officer at TeleVox
The patient experience is on the brink of a transformation, driven by artificial intelligence and predictive technologies. In 2025, patient experiences will shift from mostly reactive to what we describe as proactively intelligent. For example, machine learning is helping to transform patient communication, creating hyper-personalized health journeys that anticipate individual needs and predict potential risks.
We’ll also see AI-driven health coaches or the advancement of intelligent digital assistants to replace static patient portals. These AI-driven coaches will provide real-time, contextually aware health guidance with the patient’s preferred channel (SMS, voice, web, or chat). Finally, AI will enable healthcare teams and contact center staff to detect subtle emotional nuances, creating more empathetic interactions that cater to the individual patient. This allows these systems to understand both the medical and the emotional contexts and create an environment that delivers truly patient-centered care.
Trent Freeman, CEO at Relatient
By 2025, outdated appointment request forms will no longer meet patient expectations. Personal frustrations with scheduling processes, such as requiring phone calls and physical forms for pre-visit and follow-up care, illustrate the broader demand for modern self-service tools. Patients will increasingly expect to book, reschedule, and manage appointments with ease, mirroring the convenience they experience in other industries. Healthcare providers that fail to offer these capabilities risk alienating consumers and falling behind in a rapidly evolving market.
Dr. Bala Hota, SVP, Chief Informatics Officer at Tendo
In 2025, artificial intelligence (AI) is poised to redefine patient care by enabling healthcare organizations to proactively identify patient needs and deliver timely interventions. AI algorithms can analyze data from electronic health records, wearable devices, and patient-reported outcomes to anticipate health issues before they become critical. This predictive capability not only enhances clinical outcomes but also creates new opportunities to engage patients seamlessly.
Imagine a patient receiving an automated notification about an overdue screening, accompanied by a direct link to schedule the appointment. This “closed-loop” engagement, where AI not only flags the need but also facilitates the action, eliminates friction in the care journey, fosters adherence to care plans, and improves overall patient satisfaction. By integrating AI insights with intuitive, patient-centric experiences, healthcare providers can bridge the gap between insight and action, ensuring that patients feel empowered and cared for at every step of their healthcare journey.
Bo Holland, Founder at Health Bank One
In 2025, AI will become an essential tool for empowering patients to take a more active and informed role in their healthcare. By providing personalized insights, clarifying complex medical information, and helping patients prepare for appointments, AI will transform patients into better collaborators with their doctors. This enhanced preparedness will not only improve healthcare outcomes but also strengthen the doctor-patient relationship, fostering a more cooperative approach to care.
Ryne Natzke, Chief Revenue Officer at TrustCommerce, a Sphere Company
Consumers (patients) continue to see the bar for convenience raised in all areas of their lives, which continues to shape their expectations. Healthcare will continue to embrace these new innovations to provide the customer experience that is being expected of them. Understanding how to provide personalized experiences at scale will become an even larger priority as traditional healthcare providers look to enter the market through digital-first options.
Greg Samios, President and CEO of Clinical Effectiveness at Wolters Kluwer Health
Generative AI (GenAI) is positioned to play a role in improving patient care in 2025, but more work needs to be done to improve consistency and ensure that patients receive the highest quality care. This starts by defining responsible GenAI so that we can enhance efficiency and reach our destination of superior patient outcomes. When thinking about the year ahead, I believe we can’t lose sight of the human touch, or the quality interactions and trusted data that help push us forward. I look forward to collaborating with the healthcare ecosystem to foster a culture of continuous learning, for a safer future.
James Grover, President at Vyne Dental
The data clearly shows we’re at an inflection point in dental care delivery. By 2025, I believe the majority of dental practices will have integrated real-time insurance verification and digital payment solutions as standard practice – not just for efficiency, but because patients are demanding this level of technological sophistication and transparency. Practices that don’t evolve risk falling behind, as we’re seeing technology adoption increasingly tied to patient trust and treatment acceptance.
Thank you so much to everyone who took the time out of their day to submit a prediction to us and thank you to all of you for taking the time to read this article! We could not do this without all of your support. What do you think will happen for Patient Experience in 2025? Let us know on social media. We’d love to hear from all of you!
Be sure to check out all of Healthcare IT Today’s Patient Experience content and our other 2025 Health IT Predictions.
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