Now more than ever, patients are seeking timely and efficient ways to communicate with their healthcare providers.

Given the recent uptick in private healthcare utilisation among Gen Z and Millennial patients seeking to circumvent NHS wait times, Cymphony urges the healthcare industry to use more efficient and patient-friendly communication methods, such as digital tools and real-time interactions.

The growing dissatisfaction with the NHS's capacity to meet demand, particularly in the aftermath of the pandemic, has sparked considerable concerns about the potential emergence of a split healthcare system.

This system would allow those who can afford private care to access services more quickly while others would continue to depend on an overburdened public health system.

The pandemic has placed additional strain on the NHS, resulting in longer waiting times and reduced patient access to essential services. Consequently, many younger patients are choosing private healthcare due to the necessity for prompt treatment and the frustration caused by prolonged delays.

According to Sophie Kynnersley, Transformation Director at Cymphony, this shift highlights the inadequacies of the public system. “It underscores healthcare providers' need to adopt more effective communication channels that resonate with today's tech-savvy demographics”.

"Healthcare organisations must recognise the profound dissatisfaction among patients regarding the NHS's capacity to provide timely care. The growing preference for private care is symptomatic of a larger issue: an urgent need for improved communication methods to facilitate real-time interactions and provide the responsiveness younger patients expect."

As Millennials and Gen Z increasingly opt for private healthcare, it is crucial to ensure adequate and timely medical services.

Sophie continued: “Access to quicker healthcare services is often determined financially, leaving those from vulnerable backgrounds to navigate a crowded public health system with limited resources. This inequity not only raises ethical concerns about fairness in healthcare access but also poses a risk to the quality of care provided, as those who can afford private care may receive more immediate and comprehensive treatment”.

“Embracing digital tools such as web chat and secure messaging can empower healthcare providers to engage with patients more effectively, ensuring that all individuals—regardless of their financial situation—can receive timely support and information, and paving the way for a more efficient and patient-centric healthcare system”.

Sophie concluded: "We believe that the healthcare industry has a responsibility to evolve and meet the diverse needs of all patients. Investing in modern communication strategies is not just about improving efficiency; it's about fostering an inclusive healthcare environment where every patient feels valued and heard."