Key Takeaways From the 2025 KLAS Patient & Consumer Innovation Summit

By Kristal Wittmann, Director, Access & Experience, Tegria

The 2025 KLAS Patient & Consumer Innovation Summit, held April 15–16, brought together healthcare leaders, innovators, and patient advocates to explore what it really means to put patients at the center of digital health. Over two days, one message came through loud and clear: Meaningful innovation starts by truly listening to patients and designing with their needs in mind. 

Elevating the Patient Voice 

Organizations are making intentional efforts to incorporate patient feedback into strategic decision-making. Rather than designing solutions in a vacuum, healthcare leaders are using surveys, interviews, and real-time feedback to shape care delivery models that reflect what patients value most. This shift not only improves satisfaction but also builds trust and loyalty in an increasingly consumer-driven healthcare environment. 

AI-Enhanced Communication 

Artificial intelligence is gaining traction as a tool for improving how providers communicate with patients. Beyond scheduling and chatbots, attendees emphasized using AI to translate medical terminology, summarize test results in layman’s terms, and proactively answer common questions. When done right, AI can support more personalized, understandable interactions—especially important for patients managing complex conditions or navigating fragmented care systems. 

On-Demand, Multimodal Education 

Whether recovering from a procedure or managing a chronic illness, patients need timely, accessible information to make informed decisions. The summit highlighted the importance of offering education in multiple formats—videos, text, interactive apps—and allowing patients and care teams to access these resources on their own schedule. Empowering patients through education is a critical step toward better outcomes and reduced provider burden. 

Strategic Ecosystem Partnerships 

Solving healthcare’s most pressing challenges requires collaboration across the ecosystem. Attendees pointed to successful partnerships among providers, payers, and technology vendors that integrate data and services around the patient experience. These partnerships are creating more connected, efficient care and helping patients move more seamlessly across different parts of the system. 

Simplifying Technology for Accessibility 

Technology has the potential to connect and empower patients, but only if it’s easy to use. The summit reinforced the need for simple, intuitive tools that work for all patients, including those with limited digital literacy. Usability testing is no longer optional; it’s essential to ensure digital health solutions are equitable and effective. 

Personalized Patient Engagement 

Organizations are increasingly using data to customize patient outreach and care recommendations. From preventive screenings to chronic care management, personalized engagement strategies are driving higher satisfaction, improved adherence, and better health outcomes. As health systems continue to digitize, patient engagement must evolve from a one-size-fits-all approach to a personalized, proactive model. 

Looking Ahead 

The insights from the KLAS Patient and Consumer Innovation Summit reflect a broader movement toward patient-centered digital transformation. By focusing on communication, collaboration, and customization, healthcare leaders are working to meet patients where they are, moving the industry toward more connected, compassionate care.