Artificial intelligence is rapidly reshaping how Americans access healthcare information, with a new survey showing that 61% of US adults now turn to AI for medical advice, up from just 2% in 2024. The dramatic increase, documented in Salesforce's Connected Health Consumer report, reflects a broader shift in patient attitudes toward trusting AI for health-related tasks, though caution remains high.

The 2026 survey of 3,200 consumers worldwide found that patients are three times more likely to trust an AI agent integrated into their provider's secure online portal than a public chatbot like ChatGPT. This preference underscores a key finding: trust in healthcare AI is conditional on transparency, oversight, and a clear connection to established medical providers.

The Rise of AI in Healthcare Information

The leap from 2% to 61% in just two years signals a fundamental change in how people seek medical knowledge. In 2024, most adults relied on traditional methods: visiting their doctor, searching the web, or consulting friends and family. Today, AI tools are becoming a primary resource for everything from understanding symptoms to managing chronic conditions.

Several factors drove this adoption. The COVID-19 pandemic accelerated digital health literacy, and subsequent improvements in AI models have made responses more accurate and user-friendly. Additionally, healthcare providers themselves have begun embedding AI into their own systems, offering patients a regulated, secure environment to interact with the technology.

Key Findings of the 2026 Connected Health Consumer Report

The report identifies four major themes that explain the rapid shift and patient expectations:

• The consumer-grade gap: Administrative friction is driving patients away. 58% of patients now delay or skip necessary care because scheduling is too difficult. This frustration is pushing patients to seek AI-powered solutions that streamline appointments and reduce wait times.
• The agentic value exchange: Patients are remarkably open to AI for logistical tasks, especially after hours. 67% would prefer to have 24/7 AI help rather than wait for regular office hours. Some are even willing to switch providers to gain this convenience.
• Agentic navigation: Post-appointment confusion is common. Nearly 1 in 4 patients leave visits unsure about their treatment plan. 70% say proactive AI check-ins would help them stay on track, pointing to AI's potential beyond the exam room.
• Governance and clinical safety: While trust is growing, patients demand guardrails. They are three times more likely to trust an AI agent connected to their doctor's secure portal. Even then, 88% expect human oversight and escalation options for administrative tasks, and 90% want the same for medical support.

Administrative Friction and the AI Solution

The report highlights that poor customer experience in healthcare is a major driver of AI adoption. 60% of patients have put off care because scheduling is too hard. Traditional phone lines lead to long holds—49% of patients hang up after being on hold for 10 minutes. Online portals are also lacking: 46% of patients find healthcare websites confusing and difficult to navigate.

These frustrations are causing patients to reconsider their providers. One in six now says that ease of digital access is a deciding factor when choosing a healthcare provider. Another common pain point is medical record sharing: 60% of patients report having to repeat the same tests because different providers don't share records. 66% have run out of medication while waiting for prescription refills to be processed.

AI agents can address these issues by automating appointment scheduling, verifying insurance eligibility in real time, and sending medication refill reminders. The report found that 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.

Patient Willingness to Share Data for Better Care

Perhaps the most striking finding is the level of trust patients are willing to extend to AI when it comes to their health data. 73% trust AI to flag potential drug interactions before they pick up new prescriptions. 63% want automatic medication reminders, and 66% want AI agents that suggest preventive screenings based on their health history.

Millennials are leading this trend. 88% of Millennials would grant an AI agent access to their full medical history if it meant a faster diagnosis. Overall, 64% of patients would share their full medical history with AI for the same reason, and only 15% refuse to share any data with AI agents.

However, the context matters enormously. Patients are far more willing to share data when the AI is integrated into a secure provider portal and when there is clear evidence of human oversight. The report emphasizes that traceability and accountability are essential for building long-term trust.

AI as a Post-Care Companion

One emerging application is using AI to support patients after they leave the hospital or clinic. The survey found that 70% of patients would feel less confused about their treatment plan if an AI agent proactively checked in after a visit. For chronic conditions, this is even more critical: 65% say a 24/7 digital helper would make managing their health significantly easier.

Gen Z patients are particularly keen to turn to AI first when they are unsure about next steps: 31% would ask an AI agent rather than calling their doctor or searching the web. Meanwhile, 78% of patients say automatic reminders would help them take medications and follow care plans consistently.

The transition from hospital to home care is also an area where AI can add value. 77% of patients would welcome an AI tool that simplifies the hospital-to-home handoff, and 72% would trust an AI agent to create a personalized follow-up schedule based on their complete health history.

Human Oversight Still Non-Negotiable

Despite the growing acceptance of AI, patients remain cautious about allowing AI to operate without human backup. 54% of patients would trust a secure AI agent to manage their sensitive healthcare data if it led to better coordinated care, but only under strict conditions. Nearly 90% of patients require evidence of human oversight before accepting even administrative support from AI, and that number rises to 90% for medical advice.

Patients also want the ability to escalate to a human if they are dissatisfied or if a situation becomes complex. This requirement for human-in-the-loop systems is a key design principle for any healthcare AI deployment. The report notes that AI agent traceability—being able to see why a recommendation was made—is a critical component of trust.

Overall, the 2026 Connected Health Consumer Report paints a picture of a healthcare system in transition. Patients are hungry for convenience, speed, and personalization, and they see AI as a tool to deliver those benefits. However, they are not willing to sacrifice safety or the human connection that defines quality care. The future of healthcare AI will likely involve a partnership between smart algorithms and compassionate clinicians, with patients firmly in control of their data and their choices."

Source:ZDNET News