December 30, 2025
Article: The Patient Overwhelm Problem: 70% are Tuning out Communications
Every healthcare leader is thinking about burnout. Providers and administrators are overwhelmed by staffing shortages and other morale strains, which we know are compromising patient experience outcomes.
But when we talk about “overwhelm” in healthcare, the staff/provider side is usually where the conversation starts and ends. There’s another crisis unfolding on the other side of the experience: patient overwhelm.
As hospitals (rightly) address the internal realities, patients are drowning in communication saturation. Nearly two-thirds (70%) of patients say organizations send so many messages that they’re tuning the messages out, according to a new study by Wakefield Research commissioned by CSG. In healthcare that means appointment reminders, test results, care instructions, and statements are getting lost in the noise.
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