Since 2024, attitudes toward artificial intelligence in healthcare have undergone a seismic shift. According to the latest Connected Health Consumer report from Salesforce—a survey of 3,200 consumers worldwide—61% of U.S. adults now turn to AI for medical information, compared to a mere 2% two years earlier. This surge reflects a broader acceptance of agentic AI as a tool to streamline administrative tasks, improve post-care follow-up, and even influence provider choice.

ZDNET's Key Takeaways

• Patients are increasingly turning to AI for health information—61% in 2026 vs. 2% in 2024.
• AI check-ins after visits could help patients stay on track with treatment plans.
• Human oversight remains critical for trust in healthcare AI; nearly 90% of patients demand it.

The report identifies four major themes reshaping patient expectations: the consumer-grade gap, the agentic value exchange, agentic navigation, and governance with clinical safety. Each sheds light on how healthcare providers can leverage AI to improve experiences while maintaining trust.

The Consumer-Grade Gap: Friction Driving Patients Away

AI has raised the bar for what patients consider good service, and healthcare's administrative burdens are actively driving people to delay or skip necessary care. The report found that 58% of patients will postpone or forgo treatment because scheduling is too difficult. This friction extends to multi-channel engagement: 49% of patients report abandoning calls after being on hold for more than 10 minutes. Online experiences aren't any better—46% of patients describe healthcare websites as confusing and hard to navigate.

Record sharing remains a major pain point. 60% of patients say poor data sharing between providers forces them to repeat medical tests. Meanwhile, 66% have run out of medication while waiting for prescription refills. These inefficiencies erode trust and drive patients to seek alternatives—1 in 6 now say ease of digital access is a deciding factor when choosing a provider.

The Agentic Value Exchange: Faster, Smarter Engagements

Patients are broadly open to using AI agents for logistical and navigational tasks, especially outside regular hours. 67% would rather have 24/7 AI help than wait for office hours. For many, this convenience is enough to switch providers: 59% would change providers for one that offers real-time waitlist updates, and 55% would switch for real-time insurance eligibility verification via AI.

Millennials are leading the charge. 88% say they would grant an AI agent access to their full medical history to speed up diagnosis. At the same time, patients want humans nearby: 49% prefer AI for logistical tasks like billing and rescheduling, but 54% would trust a secure AI agent to manage sensitive health data if it leads to better coordinated care. The message is clear—AI agents can handle routine tasks, but human oversight must remain for complex decisions.

Agentic Navigation: Closing the Post-Care Gap

Nearly 1 in 4 patients leave appointments confused about their next treatment steps. 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 most likely to turn to AI first (31%) when unsure about follow-up care. Automatic reminders would help 78% of patients adhere to medication and care plans.

For those managing chronic conditions, the need is even more acute. 65% say a 24/7 digital helper would make life significantly easier. AI agents can also smooth the transition from hospital to home: 77% would highly value an AI tool that simplifies hospital-to-home handoffs, and 72% would trust an AI agent to create a personalized follow-up schedule based on their complete health history.

Governance and Clinical Safety: Trust Through Transparency

While trust in AI has grown, patients still demand guardrails. The report reveals that patients are three times more likely to trust an AI agent integrated into their doctor's secure portal than a public chatbot or general website. However, 88% require evidence of human oversight before accepting AI for administrative support, and 90% expect the same for medical support. The ability to escalate to a human is an essential trust requirement.

Patients also want proof behind AI-generated recommendations—traceability and accountability are non-negotiable. Notably, 73% trust AI to flag potential drug interactions before prescriptions are picked up, and 66% want AI to suggest preventive screenings. Yet only 15% would refuse to share any data with AI agents. The balance is shifting, but governance frameworks must keep pace with adoption.

The 2026 Connected Health Consumer Report provides a roadmap for providers: invest in secure, transparent AI agents that reduce administrative friction, improve post-care navigation, and always keep humans in the loop. As patient expectations evolve, those who fail to adapt risk losing their clientele to more digitally savvy competitors.

Source: ZDNET News