The use of artificial intelligence in healthcare has skyrocketed over the past two years. According to the 2026 Connected Health Consumer Report from Salesforce, 61% of US adults now rely on AI for health information, compared to just 2% in 2024. This seismic shift reflects changing attitudes toward AI-powered tools, particularly in managing personal health and navigating the healthcare system.
The report, which surveyed 3,200 consumers worldwide, highlights four key themes: the consumer-grade experience gap, the agentic value exchange, agentic navigation, and the need for governance and clinical safety. Each theme reveals how deeply AI is reshaping patient expectations and why healthcare providers must adapt or risk losing patients.
The consumer experience gap drives AI adoption
Patients are increasingly frustrated with administrative friction. The report found that 58% of patients will delay or skip necessary care simply because scheduling is too difficult. This friction is not limited to phone calls—49% of patients abandon calls after waiting more than 10 minutes, and 46% say healthcare websites are confusing and hard to navigate. As a result, one in six patients now considers ease of digital access a deciding factor when choosing a provider.
The consequences extend beyond inconvenience. Poor record sharing between providers means 60% of patients have to repeat medical tests, and 66% have run out of medication while waiting for prescription refills. These inefficiencies drive patients toward digital solutions, including AI agents that can handle tasks like appointment scheduling, billing, and insurance verification around the clock.
Patients prefer 24/7 AI assistance over waiting for humans
The report’s second theme, the agentic value exchange, shows that patients are willing to trade some human interaction for speed and convenience. Nearly 7 out of 10 patients (67%) say they would rather have access to 24/7 help via AI agents than wait to speak with a person during standard office hours. This preference is especially strong among Millennials, with 88% saying they would grant an AI agent access to their full medical history for a faster diagnosis.
Patients are also willing to let AI handle sensitive administrative tasks. For example, 49% prefer AI agents over humans for rescheduling appointments or handling billing issues, to avoid delays. More than half (54%) would allow a secure AI agent to manage their personal health data if it leads to better coordinated care. These numbers suggest that trust in AI for logistical tasks is high, as long as the system is secure and transparent.
The willingness to switch providers is another indicator. According to the report, 59% of patients would change providers for one that offers real-time waitlist updates, and 55% would switch for a provider that uses AI to verify insurance eligibility instantly. As digital convenience becomes a competitive advantage, healthcare organizations that invest in AI agents may see higher patient retention.
AI agents fill the post-care navigation gap
The third theme, agentic navigation, addresses what happens after a patient leaves the doctor’s office. The report found that nearly one in four patients (25%) leave appointments feeling confused about their treatment plan. This confusion can lead to missed medications, incorrect dosages, or unnecessary readmissions. AI agents that proactively check in with patients after visits could bridge this gap. Seventy percent of patients say that such check-ins would help them stay on track.
Among Gen Z patients, 31% would turn to AI first for guidance on next steps after an appointment. Automatic reminders for medications and follow-up care are also highly valued—78% of patients say reminders would help them adhere to care plans. For those managing chronic conditions, 65% believe a 24/7 digital helper would make their lives significantly easier. These findings indicate that AI is not just a diagnostic tool but also a means to improve long-term health outcomes through continuous engagement.
Patients trust AI with health data but demand oversight
Trust in AI has grown substantially, even for sensitive health information. The report shows that 73% of patients trust AI to flag potential drug interactions before they pick up a new prescription. Similarly, 63% want automatic medication reminders, and 66% want AI to suggest preventive screenings. Over half (54%) say AI agents help them feel more secure in their provider’s care.
However, context matters. Patients are three times more likely to trust an AI agent integrated into their doctor’s secure portal than one available on a public chatbot or website. This finding underscores the importance of institutional credibility. Even with integrated AI, patients do not want the technology to operate without human oversight. The report found that 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. They also want the ability to escalate to a human if something goes wrong.
The path forward: transparency and accountability
The 2026 Connected Health Consumer Report paints a clear picture: patients are ready for AI in healthcare, but only under certain conditions. They want convenience, but not at the expense of safety. They want speed, but not without accountability. The dramatic increase from 2% to 61% AI usage for health information in just two years signals a lasting shift in consumer behavior.
Healthcare providers that integrate AI into their existing systems—offering 24/7 assistance, automated reminders, and personalized care plans—stand to gain patient loyalty. At the same time, they must prioritize transparency by explaining how AI arrives at recommendations and by providing easy paths to human intervention. The report emphasizes that traceability and accountability are essential rules for successful AI transformations in healthcare.
Source: ZDNET News