Patient Experience
Choosing Patient Communication Channels in 2026
By Relaya team · First published July 2026 · Last reviewed · 1 min read
Patients don't all live in the same communication channel. A 25-year-old might never check SMS, while a 70-year-old might not use WhatsApp. The practices achieving the best engagement aren't choosing one channel, they're meeting each patient where they already are.
Demographic Preferences
Under 35: WhatsApp dominant, resistant to phone calls, rarely checks SMS. Ages 35-55: Mixed preferences. WhatsApp and SMS both effective, email for detailed information. Over 55: SMS and phone calls preferred, WhatsApp adoption growing but not universal. These are generalizations; the best approach is asking patients their preference at registration and respecting that choice. A simple dropdown during onboarding ("How would you prefer we contact you?") transforms engagement rates.
Multi-Channel Strategy
The optimal approach uses a primary channel (patient's stated preference) with intelligent fallback. If a WhatsApp message isn't read within 4 hours before an appointment, escalate to SMS.