The adoption of artificial intelligence for health information has surged dramatically in the United States. According to the 2026 Connected Health Consumer report from Salesforce, 61% of US adults now turn to AI for healthcare information, up from a mere 2% in 2024. This 30-fold increase underscores a rapid change in patient attitudes toward AI-driven health tools.
Key Takeaways
- Patients are increasingly turning to AI for health information.
- AI check-ins could help patients stay on track after visits.
- Human oversight remains key to trust in healthcare AI.
Since 2024, attitudes toward AI in healthcare have shifted toward greater trust. The report surveyed 3,200 consumers worldwide to understand how agentic AI is reshaping expectations, attitudes, and demands within healthcare, particularly patient experience.
The Consumer Gap: Administrative Friction Drives AI Adoption
The report found that 60% of patients put off care because of scheduling friction. Patients are desperate for a better engagement experience with healthcare providers. Current multichannel engagement models fail to deliver, with 49% of patients reporting abandoned calls after 10 minutes on hold. The online experience is not better—46% of patients label healthcare websites as confusing and difficult to navigate. One in six now say ease of digital access is a deciding factor when choosing a provider.
Record sharing is another major deficit. More than half of patients (60%) say poor record sharing between providers forces them to repeat the same medical tests. Additionally, 66% of patients have run out of medication while waiting for prescriptions to be refilled. These inefficiencies are driving patients toward AI agents that can streamline administrative tasks.
The Agentic Value Exchange: Shift Toward Faster Engagements
Nearly 7 out of 10 patients would rather have access to 24/7 help via AI agents than wait to speak with a person during standard hours. Bad scheduling experiences are driving patients away from care, and AI agents are helping fill the gap. Patients want proactive care: 83% are interested in self-enrolled programs that provide healthcare recommendations.
Millennials are leading this shift. Among them, 88% say they would grant an AI agent access to their full medical history for a faster diagnosis. Patients do want humans near AI agents—49% noted they would prefer AI agents over humans for logistical tasks like billing and rescheduling to avoid delays. And 54% of patients would be willing to let a secure AI agent manage their sensitive healthcare data if it led to better coordinated care.
Healthcare providers using AI agents are more likely to retain patients. The report found that 59% of patients would switch providers for one that keeps them updated on waitlist status, and 55% would switch to a provider offering real-time insurance eligibility verification via AI.
Agentic Navigation: Closing the Post-Care Gap
Nearly 1 in 4 patients leave appointments confused about next steps in their treatment. This confusion is a significant barrier to effective care. However, 70% of patients would feel less confused if an AI agent proactively checked in after their visit. Gen Z patients (31%) would turn to AI first when unsure about next steps after an appointment. Furthermore, 78% of patients say automatic reminders would help them take medications and follow care plans. For chronic condition management, 65% say a 24/7 digital helper would make life significantly easier.
Patients Trusting AI with Health Data
Patients are ready to share health information for safer, more proactive care. The survey found that 73% trust AI to flag potential drug interactions before picking up new prescriptions. Additionally, 63% want automatic reminders for medication use, 66% want AI agents that suggest preventive screenings, and 54% agree that AI agents can help them feel more secure in their provider's care.
The hospital-to-home transition is another area where AI can add value. More than 77% of patients would 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.
Governance and Clinical Safety: Guardrails for Trust
The report found a significant shift toward greater trust with AI in healthcare since 2024. Now, 64% of patients would share their full medical history with AI for faster diagnosis, and only 15% would not share any data. 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.
However, human oversight remains essential. Before accepting AI for administrative support, 88% of patients require evidence of human oversight, and 90% expect the same level of supervision for medical support. Patients also want the option to escalate to human support and demand traceability and accountability behind AI-generated recommendations. This aligns with the broader principle that for successful agentic AI transformations, traceability and accountability are critical.
The 2026 Connected Health Consumer report provides a comprehensive view of how patients are embracing AI while insisting on safety and transparency. As healthcare organizations continue to integrate AI agents, balancing convenience with trust will be paramount. The data suggests that patients are ready for AI—but only when it operates within clear guardrails and with human backup.
Source:ZDNET News