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ZDNET’s 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 in AI.
Only 2% of U.S. adults turned to AI for healthcare information in 2024, and today the number is 61%, according to Salesforce’s Connected Health Consumer report, a survey of 3,200 consumers worldwide aimed at better understanding how the rise of agentic AI is reshaping consumer expectations, attitudes, and demands within healthcare — specifically patient experience.
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Here are the four key findings of the 2026 Connected Health Consumer Report:
- The consumer-grade gap: AI has raised the bar on what good service looks like, and healthcare’s administrative burden is actively driving patients away. Today, 58% of patients will even delay or skip necessary care because scheduling is too difficult.
- The agentic value exchange: Patients are broadly open to AI for logistical and navigational tasks, especially after hours. Sixty-seven percent say they would rather have 24/7 AI help than wait for regular office hours. Some will even switch providers for this convenience.
- Agentic navigation: For many patients, post-appointment care instructions lead to confusion, but AI may bridge this gap. Nearly 1 in 4 patients leave visits unsure about their treatment plan. Seventy percent say proactive AI check-ins would help them stay on track between visits, pointing to AI’s meaningful role beyond the appointment.
- Governance and clinical safety: Patients are more open to AI in healthcare than ever, but only when transparency, oversight, and provider trust are built in. They are three times more likely to trust an AI agent integrated directly into their provider’s secure portal than a public AI chatbot. Even then, nearly 90% expect human oversight and escalation options.
The consumer gap: unnecessary friction is driving adoption of AI agents
The report found that 60% of patients put off care because of scheduling friction. Patients are desperately seeking a better engagement experience with healthcare providers. The current multichannel engagement models fail to deliver a good experience, with 49% of patients noting abandoned calls after 10 minutes of holding.
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The online experience is not better, with 46% of patients labeling websites as confusing and difficult to navigate. One in 6 now says ease of digital access is a deciding factor when choosing a provider. Record sharing is another major deficit for improved experiences. More than half of patients (60%) say poor record sharing between providers means repeating the same medical tests.
And 66% of patients have run out of medication while waiting for their prescriptions to be refilled.
The agentic value exchange: a shift toward faster and smarter engagements with AI agents
Nearly 7 out of 10 patients would rather have access to 24/7 help via AI agents versus waiting to speak with a person during standard hours. Bad scheduling experiences are driving patients away from care, and AI agents are helping. Patients want proactive care, with 83% of patients interested in self-enrolled programs that can provide healthcare recommendations.
Millennials are leading the shift toward proactive care, with 88% saying they would grant an AI agent access to their full medical history for a faster diagnosis. Patients do want humans nearby AI agents, with 49% noting 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 outcomes.
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Healthcare providers using AI agents are more likely to retain health consumers and patients. The report found that 59% of patients would switch providers for one that keeps them updated on their waitlist status, and 55% of patients would switch to a provider that offers real-time insurance eligibility verification via AI.
Agentic navigation: how AI agents are closing the post-care gap
Nearly 1 in 4 patients leave appointments confused about next steps in their treatment.
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And 70% of them would feel less confused if an AI agent proactively checked in after their healthcare visit. Gen Z patients (31%) would turn to AI first when unsure about next steps after an appointment. Seventy-eight percent of patients say automatic reminders would help them take medications and follow care plans. The need for this type of proactive communication is even more important for managing chronic conditions, where 65% say a 24/7 digital helper would make life significantly easier.
Patients are trusting AI with their health data
Patients are ready to share health information for safer, more proactive care, with 73% saying they trust AI to flag potential drug interactions before picking up new prescriptions. The report found that 63% of patients want automatic reminders for medication use, 66% want AI agents that suggest prevention screenings, and 54% agree that AI agents can help them feel more secure in their provider’s care.
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Patients also look for AI agents to help create a smoother hospital-to-home handoff. More than 77% of patients would highly value an AI tool that can simplify 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: patients want AI within guardrails
The report found that the shift toward greater trust with AI in healthcare has grown significantly since 2024 — 64% of patients would share their full medical history with AI for faster diagnosis, and only 15% would not share any data with AI agents. 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.
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Patients do want human oversight in order to increase adoption of AI-driven support. The concern is if AI agents can handle sensitive health interactions, including concerns around accuracy and privacy of health data. Patients do not want AI agents to act alone, with 88% requiring evidence of human oversight before accepting AI for administrative support, and 90% expecting the same level of supervision for medical support. Patients also want the option to escalate to human support as an essential trust requirement. Patients also want proof behind AI-generated recommendations — traceability and accountability.
The importance of AI agent traceability and accountability is one of the 12 rules for agentic AI successful transformations.
To learn more about the 2026 Connected Health Consumer Report, you can visit here.
