Vital Interaction Releases Second Installment of Generational Patient-Communication Study

“Understanding Patient Expectations: Bridging Generational Gaps in Healthcare Communication” reveals unmet needs and next-generation engagement strategies

AUSTIN, Texas, May 8, 2025 /PRNewswire/ — Vital Interaction, a leading provider of patient-communication technology, today announced the publication of Part 2 of its generational research series: “Understanding Patient Expectations: Bridging Generational Gaps in Healthcare Communication.” Conducted with The Center for Generational Kinetics (CGK), the latest report uncovers how communication preferences, and frustrations, shift across Gen Z, Millennials, Gen X, and Boomers, spotlighting the practices that build trust, loyalty, and better outcomes.

Key findings include:

• 72 % of patients say they would leave a provider if communication before or after a visit is poor or nonexistent.
• 86 % believe seamless, tech-enabled interactions demonstrate that a provider truly cares about them.
• Gen Z and Millennials are nearly 2× as likely as Boomers to expect AI-driven assistants, chatbots, and personalized videos.

Report highlights

1. Unmet needs & pain points – Why inconsistent outreach causes frustration and patient attrition.
2. Generational comfort with technology – From phone calls to chatbots, which channels resonate—and which don’t.
3. AI & the future of care – How expectations for generative AI shape tomorrow’s patient journey.

“The findings in the study underscore the cornerstone of our mission at Vital Interaction,” said Ben Chapman, CEO. “By adopting a patient-centered approach, providers can foster trust, improve engagement, and ultimately, deliver better care.”

Availability

“Understanding Patient Expectations: Bridging Generational Gaps in Healthcare Communication” is available for free download at https://guidance.vitalinteraction.com/patient-engagement-study-part-two. 

About the Study

Vital Interaction partnered with CGK to survey 1,000 U.S. patients, capturing attitudes across gender, generation, visit type, and frequency. Detailed methodology is included in the white paper.

About Vital Interaction

Vital Interaction is an award-winning leader in patient-communication technology, trusted by over 13,000 providers to send 40 million personalized messages annually. Its Smart List Engine leverages appointment, clinical, and billing data to automate highly targeted outreach that improves engagement, retention, and outcomes. Learn more at vitalinteraction.com.

About The Center for Generational Kinetics

CGK is the premier research firm focused on Gen Z, Millennials, Gen X, and Baby Boomers. Its PhD-led team delivers original quantitative and qualitative insights that help organizations drive measurable results across generations.

Contact:
Craig Hollis
Director of Demand Generation
Vital Interaction
512-487-7625
chollis@vitalinteraction.com 

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SOURCE Vital Interaction