Pulse Report: Healthcare, Q1 2025

The Q1 2025 data reveals continued patient satisfaction with digital health platforms, particularly in the US and UK, where private insurance systems allow for more personalized experiences. However, in regions like France and Germany, satisfaction levels are lower, with patients citing accessibility challenges and a lack of familiarity with digital health tools.

To maintain and increase satisfaction, healthcare providers should focus on optimizing user experiences by improving platform design, offering more personalized support, and ensuring intuitive navigation. In countries with lower satisfaction rates, targeted education and localized research can help address specific patient concerns and drive greater adoption.

Telehealth Adoption Sees a Slight Uptick, But Underutilization Remains a Challenge

70% of respondents still report occasional, rare, or no use of telehealth services, compared to 72% from Q4 2024.

Despite growing awareness of telehealth's benefits, many patients remain hesitant to fully embrace it. While younger demographics are more inclined to use telehealth as a primary care option, older patients and those unfamiliar with digital tools continue to prefer in-person consultations.

To close the usage gap, healthcare providers should enhance telehealth accessibility, simplify appointment booking, and improve digital literacy programs. Integrating wearable health data into telehealth consultations and offering hybrid care models, where virtual visits complement in-person checkups can also encourage broader adoption.

AI in Healthcare: Trust Improves, But Skepticism Lingers

69% of respondents express trust in AI for healthcare, up from 61% in Q4 2024.

Patient trust in AI-powered healthcare tools has grown slightly, driven by increased transparency and demonstrated improvements in diagnostics and treatment planning. However, 19% of respondents remain skeptical, with concerns about AI decision-making accuracy and its role in patient care.

To continue building trust, healthcare providers should focus on transparency by clearly communicating how AI is used to support, rather than replace, human decision-making. Providers could also showcase real-world success stories where AI has improved patient outcomes, helping to alleviate lingering concerns and misconceptions.

Telehealth Usage Expectations Vary by Age, With Older Adults Increasing Adoption

Among respondents aged 65+, the percentage expecting to use telehealth more increased from 24% in Q4 2024 to 33% in Q1 2025.

Telehealth usage expectations have remained relatively stable overall, but notable shifts are occurring within specific age groups. While younger adults (18-34) show a slight decline in those expecting to use telehealth more (41% in Q4 2024 to 32% in Q1 2025), older adults (65+) are increasingly open to telehealth adoption, with 33% expecting to use it more in Q1 2025, up from 24% in Q4 2024.

This shift suggests that efforts to improve telehealth accessibility for older adults are gaining traction. Improved user interfaces, simplified appointment booking, and increased education on digital health tools may be driving this trend. Meanwhile, younger adults (who were early adopters) may be stabilizing their telehealth use, balancing digital and in-person care.

Healthcare providers should continue targeting older populations with user-friendly telehealth solutions, offering tutorials, guided onboarding, and support services to further boost adoption. At the same time, ensuring telehealth remains engaging, reliable, and seamlessly integrated with wearable technology will help maintain usage among younger patients. These age-based trends indicate a maturing telehealth market, where future growth will depend on refining experiences for different demographic needs.

Humanizing Digital Healthcare: Reducing the Perception of ‘Cold’ Technology

In Q1 26% of respondents cite reduced personal interaction as a challenge in digital healthcare, compared to 31% in Q4 2024, only a 5% decrease.

As healthcare shifts toward digital-first experiences, patients are increasingly feeling the loss of personal interactions with providers. The lack of direct engagement can make healthcare feel impersonal, leading to lower patient trust and satisfaction.

To address this, providers could incorporate virtual care coordinators, offer real-time patient support, and introduce video consultations that replicate in-person interactions. Additionally, AI-driven chatbots and patient engagement tools should be designed to offer empathetic, human-like interactions rather than purely transactional responses.

Addressing Digital Health Dissatisfaction: Quality, Personalization, and Security Concerns

Dissatisfied patients are twice as likely to cite quality and consistency of care as their biggest challenge (21%) compared to satisfied patients (11%).

Digital healthcare continues to grow, but not all patients experience the same level of satisfaction. The biggest concerns among dissatisfied patients revolve around quality and consistency of care (21%), reduced personal interaction (32%), and privacy and security concerns (21%). These figures highlight that dissatisfaction is not just about technical usability, but also about a deeper issue, whether digital health tools can provide the same level of trust, engagement, and effectiveness as in-person care.

To bridge this gap, healthcare providers need to ensure higher consistency in digital healthcare delivery, leveraging AI and human oversight to personalize care and reduce variability in diagnosis and treatment. The loss of personal interaction in digital healthcare can be addressed through virtual health coaching, real-time provider communication, and hybrid care models that blend digital and in-person visits. Additionally, privacy and security remain crucial factors in patient trust. Providers need to communicate clearly about data protection measures and implement transparent security policies to reassure patients. Addressing these concerns holistically will be key to improving overall satisfaction and adoption of digital healthcare services.

The Future of Telehealth: Most Patients Expect to Maintain or Increase Usage

38% of satisfied patients expect to increase their use of telehealth, compared to just 23% of dissatisfied patients.

Despite the growing role of telehealth, future adoption hinges on patient satisfaction. Among satisfied patients, 38% anticipate increasing their telehealth usage, while only 23% of dissatisfied patients feel the same. Meanwhile, 30% of dissatisfied patients expect to decrease their telehealth usage, compared to just 5% of satisfied patients. These findings reveal that a positive experience with telehealth strongly correlates with ongoing adoption, while dissatisfaction discourages future use.

To ensure sustained telehealth adoption, providers should focus on reliability, ease of use, and personalization. Technical issues, poor user experiences, and lack of personalization can deter patients, making seamless digital experiences essential. Enhancing platform usability, ensuring smooth virtual consultations, and integrating follow-up care through digital tools can reinforce telehealth’s value. Additionally, educating patients on the long-term benefits of telehealth, such as convenience, reduced wait times, and access to a wider range of specialists, can encourage higher engagement. By refining these areas, healthcare organizations can strengthen patient trust in telehealth and position it as a mainstay in modern healthcare delivery.

Methodology

As we move further into 2025, digital healthcare continues to evolve at a fast clip, offering new opportunities for improved patient engagement and streamlined care delivery. However, the transition to a more digital-first healthcare system is not without its challenges so providers must ensure that technology remains accessible, trustworthy, and human-centric.

By prioritizing transparency, usability, and hybrid care models that balance digital and in-person interactions, healthcare organizations can drive higher adoption rates and better patient experiences. The coming months will be critical for addressing lingering concerns around AI, expanding telehealth accessibility, and ensuring that digital healthcare solutions are designed with the patient at the center.