Since 2024, attitudes toward artificial intelligence in healthcare have undergone a dramatic transformation. According to a new industry survey of 3,200 consumers worldwide, only 2% of U.S. adults turned to AI for healthcare information in 2024, but today that figure has surged to 61%. The rapid adoption signals a fundamental shift in how patients seek and trust health guidance, driven by improvements in AI accuracy, convenience, and integration into secure medical systems.
The consumer-grade gap: Why patients are turning to AI
The report reveals that AI has raised expectations for what good service looks like in healthcare. The administrative burden on patients is actively driving them away from necessary care. Today, 58% of patients will delay or skip care simply because scheduling is too difficult. This friction is a primary reason patients are seeking AI alternatives. The current multichannel engagement models fail to deliver a seamless experience. For example, 49% of patients report abandoning calls after waiting 10 minutes on hold. Online experiences are no better, with 46% labeling healthcare websites as confusing and hard to navigate.
One in six patients now say that ease of digital access is a deciding factor when choosing a healthcare provider. Record sharing remains a major pain point: 60% of patients say poor record sharing between providers forces them to repeat medical tests. Additionally, 66% of patients have run out of medication while waiting for prescription refills, highlighting systemic inefficiencies that AI can address.
The agentic value exchange: Patients want 24/7 help
Nearly seven out of ten patients would prefer access to 24/7 help via AI agents over waiting to speak with a person during standard hours. Bad scheduling experiences are driving patients away from care, and AI agents are stepping in to fill the gap. Patients are increasingly interested in proactive care: 83% want self-enrolled programs that can provide healthcare recommendations based on their data.
Millennials are leading this shift. Among them, 88% say they would grant an AI agent access to their full medical history to get a faster diagnosis. However, patients still want humans nearby for AI interactions: 49% would prefer AI over humans for logistical tasks like billing and rescheduling to avoid delays. And 54% would allow a secure AI agent to manage sensitive healthcare data if it led to better coordinated care outcomes.
The report also found that healthcare providers using AI agents are more likely to retain patients. Specifically, 59% of patients would switch to a provider that keeps them updated on waitlist status, and 55% would switch for real-time insurance eligibility verification via AI.
Agentic navigation: Closing the post-care gap
Nearly one in four patients leave appointments confused about their next steps in treatment. This post-care confusion is a major source of poor outcomes and readmissions. The report shows that 70% of these patients would feel less confused if an AI agent proactively checked in after their visit. Gen Z patients are particularly open to this: 31% would turn to AI first when unsure about next steps after an appointment.
Automated reminders are another key benefit. 78% of patients say that automatic reminders would help them take medications and follow care plans correctly. The need is even more pronounced for those managing chronic conditions: 65% say a 24/7 digital helper would make life significantly easier. AI-driven post-care navigation could reduce hospital readmissions, improve medication adherence, and enhance overall patient satisfaction.
Patients are trusting AI with health data
Trust in AI for health data management is growing. 73% of patients trust AI to flag potential drug interactions before prescriptions are filled. 66% want AI agents that suggest preventative screenings, and 63% want automatic medication reminders. Moreover, 54% of patients agree that AI agents can help them feel more secure in their provider's care.
A particularly promising area is the hospital-to-home transition. Over 77% of patients would highly value an AI tool that simplifies the transition from hospital to home care. In fact, 72% would trust an AI agent to create a personalized follow-up schedule based on their complete health history. This highlights the potential for AI to reduce readmission rates and improve continuity of care.
Governance and clinical safety: Guardrails matter
Despite rising trust, patients still demand strong oversight. 64% of patients would share their full medical history with AI for faster diagnosis, while only 15% would refuse to share any data. Crucially, patients are three times more likely to trust an AI agent integrated into their doctor's secure portal than one on a public chatbot or general website. This underscores the importance of embedding AI within trusted healthcare environments.
Human oversight remains essential. 88% of patients require evidence of human oversight before accepting AI for administrative support, and 90% expect the same level of supervision for medical support. Patients also want the ability to escalate to human support as an essential trust requirement. Furthermore, they demand traceability and accountability behind AI-generated recommendations. These guardrails are not just nice-to-haves—they are foundational for long-term adoption of AI in healthcare.
As AI continues to evolve, the healthcare industry must balance innovation with safety. The rapid increase in AI usage for health information—from 2% to 61% in just two years—shows that patients are ready for change. But they want that change to happen within a framework of transparency, security, and human oversight. Providers who can deliver on these expectations will be best positioned to thrive in the agentic era of healthcare.
Source: ZDNET News