Healthcare organizations are at the forefront of adopting modern digital tools and emerging technologies such as AI. These efforts aim to reimagine patient interactions, connect with communities, and advance lifesaving missions. However, as 501(c)(3) nonprofits, they face common issues like growing demand and shrinking budgets. Digital engagement emerges as a crucial path to achieving efficiency at scale and improving patient satisfaction.

Unlock the Potential of Digital Engagement in Healthcare

Strength: AI - The Catalyst for Enhanced Patient Interaction

Nearly all healthcare organizations (93%) recognize the power of AI in improving patient engagement. A significant majority (59%) of patients also share this sentiment. AI is being used to analyze data for a better understanding of unique patient needs, transcribe patient visits/calls, and automate responses to common questions. It empowers providers to speed up response times, reduce missed appointments, and enhance patient satisfaction, which are vital for an organization's reputation and revenue.For instance, in a time when healthcare organizations need to do more with less, AI is increasingly seen as an essential tool. Roughly half (51%) of these organizations have already integrated AI into their digital communications, outpacing similar adoption rates in private business-to-consumer brands.

Opportunity: Building Trust through Transparency

While AI holds great transformative potential, it also comes with risks, especially regarding patient data privacy and security. In healthcare, where customer data is highly sensitive, patients expect providers to handle their data carefully. Despite 88% of organizations believing they are transparent about data usage for AI, only 1 in 4 patients agree. This presents a significant opportunity for providers to revamp policies and clarify data disclosure.Twilio's 'AI Nutrition Facts' is a great example. It clearly communicates how data is used in a familiar way, building trust and loyalty. As the adage goes, "trust is hard-earned and easily lost," and transparency is key in the AI frontier.

Strength: The Growth of Developer Talent

To scale digital engagement and integrate AI appropriately, healthcare organizations need skilled developers. Nonprofits often cite the lack of technical expertise as a concern. In 2022, there was an alarming talent gap across the nonprofit sector, but in 2024, significant progress has been made. Nearly 7 in 10 (67%) healthcare nonprofits now have 10 or more developers on staff, and 65% claim to have sufficient or even surplus developer talent. Additionally, 92% of surveyed organizations plan to hire at least one developer this year.Despite this optimism, 1 in 5 organizations still face a developer shortage, and 96% admit they will need outside developer support. Pro bono contributions from volunteer developers play a crucial role in helping these organizations meet digital milestones.

Opportunity: Personalization Beyond One Size Fits All

In today's digital age, personalization is essential. Younger generations like Millennials and Gen Z demand tailored services and communication. However, healthcare has the lowest level of personalization among nonprofit sectors due to budget constraints and fragmented data ecosystems. Only about 6% of healthcare nonprofits always personalize communications, although 66% of patients consider it highly important.With AI, healthcare nonprofits can sift through patient data and personalize communication at scale. For example, an SMS recommending specific immunizations before a tropical vacation or an email with low-sugar alternatives for a diabetic patient. Cleveland Clinic's comprehensive system is a great example, integrating all aspects of provider-patient interactions and streamlining communication processes, reducing missed appointments and moving closer to its mission of providing top-notch patient care.Digital engagement is a continuous journey. By investing in AI, building tech talent, promoting transparency, and prioritizing personalization, healthcare organizations can ensure their digital communications are effective and meet the needs of their patients.