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The healthcare industry is undergoing a significant transition period. Patients now expect the same level of convenience, personalization, and transparency from their healthcare providers that they experience from retailers, banks, and phone apps.
This “consumerization” of healthcare is redefining what it means to deliver exceptional care and creating significant opportunities for early AI adopters in healthcare to cement patient loyalty and trust.
Today’s patients are more informed than ever. They have instant access to medical information and reviews of every provider. They arrive at appointments expecting personalized care that meets their unique needs.
But above all, patients expect their voices to be heard and doctors to listen to their concerns.
A Chatmeter analysis of emergency care reviews found that mentions of providers “not listening” increased by 10% year-over-year in 2025. It’s a clear signal that, as patient volumes rise, the challenges of delivering truly personalised care are multiplying.
This trend isn’t limited to urgent care; across the healthcare industry, patients are demanding a say in their care and seeking providers who show empathy and understanding.
Research has linked positive patient experiences to improved clinical outcomes. When patients feel well-cared for and respected, they are more likely to follow treatment plans, take medications as prescribed and attend follow-up appointments.
However, there are persistent pain points in the patient experience. For example, wait times are mentioned in 27% of online reviews of urgent care, according to the Chatmeter study[AR3] .
Improving wait times and communicating the expected wait time can demonstrate to patients that you respect their time. You also share a sense of urgency to provide the necessary care.
Some urgent care providers have invested in mobile apps and online booking portals that allow patients to virtually get in line, complete paperwork digitally, and receive real-time updates on wait times, saving time at check-in.
If implemented effectively, this technology can significantly improve patient satisfaction.
Healthcare faces chronic provider shortages. Without the assistance from technology, it’s all too easy for overwhelmed practitioners to miss something a patient said.
As providers focus on the patients in front of them, they may also lack the time to sit down and read, respond to, and analyse every online review across dozens of channels.
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Recent advances in AI have created new opportunities for doctors and other healthcare professionals to better listen to patients while reducing their workload.
For example, AI note taking apps can ensure nothing a patient says during an appointment is missed.
Kaiser Permanente, one of the largest healthcare systems in the U.S., uses AI to record and transcribe patient conversations, according to the San Francisco Chronicle.
This allows doctors to focus more on listening and engaging with patients rather than typing or writing notes during the visit, ensuring patients feel heard and understood during appointments.
AI can also analyze online provider reviews at scale, providing nuanced, comprehensive feedback that can improve the patient experience.
For example, after listening to patient feedback, many urgent care providers have updated their waiting rooms to improve comfort with varied seating configurations, kid-friendly corners, and modern furniture. Some even offer free Wi-Fi, charging stations, and refreshments.
Healthcare organisations that embrace AI-powered listening can identify issues before they become widespread problems and benchmark their performance against industry standards. Organisations can create targeted improvement initiatives based on real patient experiences rather than assumptions.
As healthcare continues to evolve, the ability to listen at scale and act with empathy will define the leaders of tomorrow. AI is a tool to make healthcare more efficient and a catalyst for more human, responsive, and effective care.John Mazur is the CEO of Chatmeter.
ABOUT THE AUTHOR
John Mazur is CEO of Chatmeter, a brand intelligence company reimagining customer connections and multi-location reputation management through AI-powered deep listening.
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