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Technology’s Growing Role in Patient Support and Healthcare Innovation
Four takeaways from HIMSS 2025
Jul 29, 2025
For many years, medical devices and other bedside machines used to deliver patient care formed the core of “healthcare technology.” This year’s HIMSS conference confirmed that’s no longer the case. Today, a significant proportion of healthcare tech innovation is coming from another source: pure-play technology companies. Tech giants have emerged not just as developers but also as drivers of healthcare tech innovation far beyond the bedside.
HIMSS 2025 highlighted key tech trends
Major tech players drew some of the largest crowds at this year’s conference, underscoring the growing convergence of technology and healthcare expertise. It also illustrates the increasing focus on comprehensive systems that enhance healthcare workflows and improve patient access to life-saving medications.
Formal presentations and informal conversations at HIMSS 2025 pointed to the following four key trends, each of which has implications for patient support services.
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AI’s real-world impact on healthcare.
Artificial intelligence (AI) has been dominating healthcare discussions for the past several years. Now the industry is growing in maturity, with organizations finding practical applications that deliver tangible benefits vs. implementing AI for its own sake. The most successful implementations are the ones that aim to augment, not replace, human capabilities. What typically results are not only improved efficiencies but also more meaningful exchanges between providers and patients.
In patient support, for example, consider the value of AI-powered virtual assistants that handle routine appointment scheduling and provide personalized health recommendations. That frees time for healthcare professionals to devote to more complex patient needs. These approaches are even more effective when surrounded with AI-powered sentiment analysis. Such analysis can gauge patient responses in real time, enabling rapid handoff to a human when a one-to-one intervention is the best way to meet a person’s needs.
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Secure data exchange remains a critical challenge.
As healthcare data exchange continues to accelerate, security concerns are becoming ever more complex. Healthcare fraud and identity theft are on the rise, presenting organizations with the dual challenge of facilitating efficient information sharing while maintaining robust security protocols.
At HIMSS, industry leaders shared their efforts in exploring innovative authentication methods (for example, voice recognition and other biometric approaches) to validate patient identities. Their priorities align with IQVIA’s, with a strategic goal of implementing security systems that stay ahead of threats without impeding efficient information flows among healthcare partners.
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Expanding digital access in healthcare.
The pandemic helped accelerate telehealth adoption. Five years later, the healthcare landscape calls for even broader, more innovative approaches to care delivery beyond hospital walls. At HIMSS, leading organizations shared how they are implementing omnichannel strategies that include telehealth, self-service portals, mobile applications, and on-demand home-based care.
These innovations are especially valuable for patients who have mobility challenges and for those who are immuno-compromised. Within patient support services, reliance on self-service applications is growing, too. By incorporating chatbot assistance and other process automation, these applications can effectively deliver information without requiring patients to wait for a live agent. Similarly, growing collaboration among technology partners and patient service providers is helping to streamline benefit verifications. Such digital innovations can help reduce the time it takes for patients to receive their medications.
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Health equity tech’s dual role in addressing disparities.
One of the most critical discussions at HIMSS focused on the need to address healthcare disparities and ensure equitable access across all communities. Industry leaders underscored the need to incorporate social determinants of health into patient support strategies and to craft targeted interventions for underserved populations.
As evidenced in patient support programs that IQVIA supports, data analytics is an essential tool in identifying geographic areas with lower program enrollment or technology utilization. By tapping into visual mapping techniques, organizations can strategically deploy resources to educate both patients and healthcare providers about available services. It’s an important step toward closing awareness gaps that contribute to healthcare disparities.
Finding the balance among humans and machines
One of the most compelling demonstrations at HIMSS was a robot created for use in pediatric care settings. Developed in South Korea, the robot explains medical procedures to children in an age-appropriate way and in a non-threatening environment. Imagine how similar tools might be brought to life for other vulnerable patients who may be hesitant to engage with healthcare providers.
This innovation captures the essence of how patient support services can and should incorporate new capabilities into existing processes and/or operations. By blending technology and human expertise, programs can create more accessible, more personalized, and more effective patient experiences. They can also improve operational efficiency and effectiveness in helping improve patient access to life-saving medications. At IQVIA, the Patient Services team is already making progress in realizing that vision.
Want to learn more about how AI is transforming Patient Support? Connect with us to explore innovative strategies and technologies that are revolutionizing patient care to drive optimal health and well-being.
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