The Great Digital Realignment

Where healthcare digital capability meets consumer reality — a national benchmark on tech infrastructure, AI readiness, and patient expectations.

27 US Health Systems
1,324 US Health Consumers
20 Digital Capabilities Assessed
Section 01

The Expectation Gap

To understand why healthcare digital experiences feel broken, we have to look at what health systems prioritize versus what consumers actually demand.

Consumer Importance vs. System Maturity, by Capability
Accessibility & Market Trends
Accessibility Barriers
59%
of consumers report a real-world navigation or accessibility barrier
Type of Barrier Reported
Capability Maturity, 2022–2026
Section 02

The AI Paradox

As health systems look to close these access gaps with AI, they face a double-edged sword: rising consumer interest paired with deep demographic divides and clinical burnout.

Explore More on AI in Healthcare

Dive deeper into what health system leaders and consumers are telling us about AI adoption, expectations, and readiness.

Read the AI White Paper →
100%
of large systems ($5B+) have implemented at least one system-wide AI function — leading in AI search & governance.
Smaller Systems Move Fast

Smaller Systems Move Fast

Systems under $1B show greater agility deploying ambient clinical documentation to reduce administrative burden.

Section 03

The Capabilities Spectrum & Strategic Drivers

Why is patient-facing AI lagging? Because most health systems are still rebuilding the foundational tech layers required to support it.

Maturing
Advancing
Emerging
Strategic Drivers & Replatforming Intent
Primary Strategic Driver for Digital Investment
Operational Transformation55.6%
Brand & Acquisition33.3%
Patient Satisfaction11.1%
Replatforming Status
Actively Planning (next 1–3 yrs)41%
Recently Replatformed37%
No Near-Term Change22%
Section 04

The Strategic Path Forward

To move from legacy tech debt to AI-driven operations, organizations must sequence their investments correctly — fixing the floor before building patient-facing AI.

01

Foundation

  • Scheduling
  • Data management
  • Platform strategy
  • Journey mapping
  • WCAG 2.2 AA compliance
02

Structure

  • Product-based teams
  • Product-led governance
  • Multi-year CapEx commitments
  • Cross-functional alignment
03

Execution

  • Predictive outreach AI
  • Smart triage navigation
  • Clinical documentation integration
04

Advancement

  • Predictive outreach AI
  • Smart triage navigation
  • Clinical documentation integration

Where Does Your Health System Sit?

Benchmark your organization's digital capabilities against our dataset of 27 US health systems and 1,324 consumers.