How to Support New Digital Health Tools

Deloitte’s 2026 U.S. Health Care Outlook compiles the survey responses from 120 healthcare executives into a preview of the industry’s direction. It identifies digital health, artificial intelligence (AI), patient experience, and regulatory complexity as primary factors in health system decisions.

The report highlights three strategic priorities. Health organizations looking ahead to 2026 and beyond should explore:

• Giving consumers digital experiences that are easy to use, welcoming, and personal
• Using generative and agentic AI to improve health care and to work smarter and more efficiently
• Partnering with other industries to accelerate innovation and impact

Successful implementation of these strategies depends in large part on effective communications. To explore this further, let’s focus on two fast-growing forces — digital health and AI. We’ll examine how communicators can help shape positive consumer experiences with these tools.

Beyond the patient portal

Many of us have become accustomed to using a healthcare provider portal to some degree. Digital access is now essential; it shapes how patients see convenience and responsiveness. Portals also help satisfy our demand for quick information, particularly regarding test results. ​

More than half of executives surveyed by Deloitte report investing in additional advanced digital tools to improve patient engagement, behavior change, and treatment support. These include:

• virtual scheduling and visits
• remote personal devices and wearable technology for monitoring and health tracking
• electronic health record integrations and other workflow technology to improve patient experience and efficiency

When used effectively, these tools support quality care and meet daily patient needs — but only if consumers understand and embrace the technology.

Introducing new technology

Health literacy has always been a challenge, made harder now by digital health. To foster adoption of this higher level of technology, healthcare professionals will need to compassionately and directly instruct patients in its use. 

Many of the heaviest users of health care services are older adults, people managing chronic conditions, and individuals with lower income or limited access to technology. For these groups, using portals, health apps, virtual visits, and AI-supported workflows can feel overwhelming or can even make them feel excluded. Every digital rollout should include simple language, clear steps, and personalized support. When developing instructions, think about opportunities to provide online and in-person demonstrations and tutorials.​

It’s also very important to clearly communicate how patients can engage traditional support via phone or in person, to support or supplant the use of new technology.

Competitive pressure: Digital-first primary care

The move toward digital health is not just an internal concern for healthcare organizations; it is also a competitive issue.

​In 2022, Amazon made one of the most visible investments in modern health care by acquiring One Medical. Since then, Amazon One Medical has expanded clinics and health system partnerships (including Montefiore), and integrated virtual-first and in-person primary care. This model combines convenience and accessibility, while putting consumers first. It sets new expectations for what primary care should be like.

This kind of competition is raising the bar for traditional healthcare systems. Some consumer segments now compare their health care experiences to those they have with companies like Amazon, Apple, and Netflix. Your own health technologies and your approach to customer engagement must aspire to this level of elegance and usability. It’s a good idea to periodically conduct a full “competitor audit” to size up the current state of patient engagement, both digital and traditional. 

How to introduce AI in practice

Even farther along the healthcare technology spectrum is the full integration of AI, internally and in patient-facing applications. Deloitte’s survey finds that 97% of health plan executives and 83% of health system executives expect generative and agentic AI to add value to clinical functions in 2026.

Real-world examples are already emerging. Highmark Health partnered with Abridge to deploy ambient AI across its Allegheny Health Network, reducing clinicians’ documentation burden and improving the patient experience. It’s like having a virtual assistant in every exam room. (Perhaps you saw this kind of technology featured in the current season of The Pitt.)

92% of patients reported that providers, liberated from having to take notes, seemed more attentive during office visits. AI can even initiate real-time prior authorizations by listening to clinician/patient conversations.

Obviously, this advanced use of AI requires you to effectively and empathetically communicate its benefits to your patients. Use of the technology must be introduced and explained, and each patient’s consent must be solicited. To enroll patients in this new approach, it is essential to

• build trust
• reinforce privacy and patient data security
• make it clear that person-to-person communication is readily available

Revisit the “Adoption Curve”

In each category of digital healthcare highlighted above, understanding and segmenting your consumer audience is essential. The traditional adoption curve (Everett Roger’s Diffusion of Innovations model) remains an indispensable model for this analysis.

The model helps explain how new ideas spread. It allows you to project and plan the expected adoption rates of new products and technology across segments, from Innovators and Early Adopters to Laggards. Use of the adoption curve model allows you to target and customize your communications to the needs of each segment.

Some audience segments will expect and even demand your new technology before you are ready. Others will need help even with basic tools. For each group, you must clearly address privacy and reinforce the human connection: Explain safeguards, be transparent about AI use, and emphasize the importance of personal care. Close the trust gap by sharing messages that answer patient questions before they are asked.

Communication is the bridge

As more people seek virtual care and tools, organizations like yours must expand their digital services. Of course, all of this assumes that your technology partners are thoroughly vetted and evaluated for security and HIPPA readiness.  

The goal is to eliminate barriers to care, not create more. Seamless, inclusive, people-focused digital experiences build trust. Health communicators must guide people through technological change. Explain processes simply, reassure at every step, and help everyone feel confident and included as digital tools become part of care.