90% of patients prefer using phones

Around 90% of patients prefer using phones (calls or text) to communicate with their doctors for a few key reasons:

1. Convenience and familiarity

• Most patients—especially those over 30—already use their phone daily for communication.

• They don’t need to log in to a portal, download an app, or remember a password.

• Calling or texting feels immediate and personal compared to email or web messages.

2. Faster response and clarity

• Patients often want quick answers about appointments, prescriptions, or symptoms.

• Phone calls (or even SMS responses) deliver instant feedback.

• They can clarify issues in real time rather than waiting for a reply through a portal.

3. Human connection builds trust

• Hearing a voice creates a sense of care and reassurance.

• Voice interactions make patients feel heard and understood, especially in healthcare where empathy matters.

• Even AI voice systems (like bilingual CareLine AI) can simulate this warmth effectively.

4. Accessibility across age groups

• Older adults—who make up a large portion of healthcare users—prefer voice over digital forms.

• No typing, reading small text, or navigating complex interfaces.

• For many, the phone is the most comfortable and accessible device.

5. SMS and call reach is universal

• 97% of U.S. adults own a mobile phone, but fewer actively use patient portals or email for care.

• Texts and calls cut through digital clutter — patients see or hear them right away.

insight:

A 2024 Accenture Digital Health Consumer Survey found that:

• 88% of patients said phone or SMS is their preferred communication channel for scheduling and reminders.

• Only 32% regularly check patient portals, even when encouraged.