The analysis, which examined over 8 billion interactions across 2,067 hospitals and 47,100 clinics, found that portal messaging grew by 153 percent between 2020 and 2025. During this same window, telephone calls to providers dropped by 6 percent. Despite the surge in digital connectivity, in-person visits have remained steady, averaging between two and three appointments per patient annually. This suggests that digital tools act as an additional layer of care rather than a replacement for physical examinations.

Senior investigator Michal A. Mankowski noted that healthcare delivery is becoming continuous and untethered from standard office hours. However, this convenience creates a new burden for medical staff. Co-investigator Dorry L. Segev emphasizes that clinicians now face a dual workload, balancing traditional patient care with an ever-increasing volume of digital inquiries. To manage the strain, health systems are turning to AI-driven drafting tools and specialized training to help staff navigate the influx of messages, billing tasks, and virtual counseling sessions.