8 Patient Communication Stats Every Healthcare Provider Should Know in 2025

OnePoll survey of 6,000 US adults – October 2025

From automating appointment reminders to handling front-desk workflows, it is no doubt that artificial intelligence is transforming healthcare. However, when it comes to patient communication and satisfaction, human connection still leads. 

Our recent survey data has revealed that most patients prefer their first interaction with a medical practice to be with a real person, not a bot. 

We’ve compiled a list of 8 insights from the survey that every healthcare professional should know when designing their communication strategy in 2025. 

89% of people prefer to speak to a real person over an AI when contacting a healthcare practice.

In healthcare, any conversation can be deeply personal. It could be scheduling an appointment or discussing a specific health condition or concern. Patients just want reassurance and an empathetic ear from a real person and not a bot reverting with generic responses. These preferences illustrate the value of emotional connection that only humans can provide in patient care.

47% of people would not trust an automated AI service to take the correct action or relay accurate information.

When it comes to healthcare, accurate information could mean the difference between life or death. This is why any errors in scheduling or taking messages can have serious consequences. It’s evident why nearly half of the individuals surveyed said they would trust humans over an automated service in taking the right action or to relay any important information. 

87% of people believe a human should review or approve AI decisions that affect people’s lives.

It’s no surprise that when it comes to decision-making, especially those concerned with people’s lives, people choose people over AI. While AI can offer assistance in the form of diagnostics and reports, patients need to be assured that humans are still in charge to allow for compassionate and ethical care. 

70% of people say human agents show more empathy and care than AI or automated systems.

In specific circumstances, a friendly tone and nuances such as an understanding pause or just offering an ear to listen can really make a difference to someone feeling anxious on the other end of the line. Care and empathy go hand in hand when it comes to healthcare, and neither of these can be automated.

49% of people are frustrated when AI has difficulty understanding their needs.

Feeling heard and understood is foundational in healthcare and we’ve all been in circumstances where we’re faced with a chatbot that simply just doesn’t “get it”. It’s evident as to why this frustration for healthcare callers can quickly turn into lost trust or a decision to switch providers to find better care. 

78% of people say they’d choose a service where a human receptionist answered the call when comparing similar options.

First impressions matter more than ever when calling a medical practice. With a friendly human voice on the other end of the line, callers can feel comforted and assured. A good first impression is critical as it could play a huge role in influencing patient retention and referrals. 

59% of people are most likely to leave a review after a positive interaction with a person.

As a healthcare practitioner, your reviews matter a lot in building your online presence and competitive advantage. Human service not only drives satisfaction, it drives reputation. A genuine and warm interaction with a human agent can increase the likelihood of strong reviews and recommendations for your practice. This is instrumental to a practice’s growth especially in an era where online reviews are often what shape first impressions.  

60% of people are not comfortable with AI systems having access to large amounts of their personal data.

Strong patient relationships are built on a foundation of trust. With AI being entrenched in several admin and operational workflows, security concerns are definitely on the rise – especially concerning Personal Healthcare Information and compliance in healthcare. Patients expect transparency and accountability from their providers about how their personal information is stored, used and protected. They notably feel uncomfortable unless such information is clearly communicated by practitioners. 

So What Does This Mean for Healthcare Providers?

The numbers don’t lie and they lay out a clear story: patients prefer humans across the board in healthcare and they demand better transparency and accountability from providers in scenarios where AI is used. AI can help in supporting efficiencies but it should never be used to replace personal connections that define great healthcare experiences. 

By ensuring patients always reach a real person, practices can build trust, loyalty, and long-term patient satisfaction.

At WellReceived, our 24/7 live medical receptionists help healthcare practices combine empathy with professionalism to make sure every call, and every patient, has a human touch.

Get in touch with our friendly team today by calling us at 1-800-800-4449 or reaching us at hello@wellreceived.com. 

Key Takeaways:

• 87% of people believe a human should review or approve AI decisions that affect people’s lives
• 89% of people prefer to speak to a real person over an AI when contacting a healthcare practice
• 47% of people would not trust an automated AI service to take the correct action or relay accurate information
• 78% of people say they’d choose a service where a human receptionist answered the call when comparing similar options