The use of artificial intelligence for health information has skyrocketed among U.S. adults. According to Salesforce's Connected Health Consumer report, only 2% of adults turned to AI for healthcare information in 2024. Today, that figure stands at 61%, marking a dramatic shift in consumer behavior and trust. The survey, which polled 3,200 consumers globally, aims to understand how agentic AI is reshaping patient expectations and experiences.
The Rise of AI in Healthcare
AI adoption in healthcare has been accelerating, driven by the need for faster, more accessible information. Patients are increasingly turning to AI tools for everything from symptom checks to medication reminders. The Salesforce report highlights four key findings: the consumer-grade gap, the agentic value exchange, agentic navigation, and governance with clinical safety. Each of these areas reveals how deeply AI is embedding itself into the patient journey.
The Consumer-Grade Gap: Friction Drives AI Adoption
One of the most striking findings is that 58% of patients will delay or skip necessary care because scheduling is too difficult. This friction is a major driver for AI adoption. The report notes that 60% of patients put off care due to scheduling hassles. Current multichannel engagement models fail to deliver a good experience, with 49% of patients abandoning calls after waiting on hold for 10 minutes. Online experiences are no better; 46% of patients find healthcare websites confusing and hard to navigate. As a result, one in six patients now says ease of digital access is a deciding factor when choosing a provider.
Record sharing remains a massive pain point. 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 prescription refills. These inefficiencies are pushing patients toward AI solutions that promise to streamline administrative tasks and reduce wait times.
The Agentic Value Exchange: Patients Want 24/7 AI Help
Nearly seven out of ten patients 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 younger generations. 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. Overall, 67% of patients would rather have 24/7 AI help than wait for regular hours, and some would even switch providers for this convenience.
Patients want AI to handle logistical tasks like billing and rescheduling. About 49% would prefer AI agents over humans for these tasks to avoid delays. Furthermore, 54% of patients would be willing to let a secure AI agent manage their sensitive healthcare data if it leads to better-coordinated care outcomes. The report also found that 83% of patients are interested in self-enrolled programs that provide healthcare recommendations, indicating a strong appetite for proactive AI-driven care.
Agentic Navigation: Closing the Post-Care Gap
After appointments, many patients feel lost. The report found that nearly one in four patients leave visits unsure about their treatment plan. This confusion can lead to poor adherence and worse health outcomes. However, AI may bridge this gap. Seventy percent of patients say proactive AI check-ins would help them stay on track between visits. For 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. This type of proactive communication is even more critical for managing chronic conditions. Sixty-five percent of patients with chronic conditions say a 24/7 digital helper would make life significantly easier. AI agents can provide personalized follow-up schedules, medication reminders, and prevention screening suggestions, all of which improve the patient experience.
Trust and Data Sharing
Patients are becoming more willing to share health data with AI, provided there are safeguards. The report found that 73% of patients trust AI to flag potential drug interactions before they pick up new prescriptions. Sixty-three percent want automatic reminders for medication use, and 66% want AI agents that suggest prevention screenings. More than 77% of patients would highly 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.
The shift toward greater trust is significant. In 2024, only a small fraction of patients would share data with AI. Now, 64% of patients would share their full medical history with AI for a faster diagnosis, and only 15% would not share any data at all. 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. This preference underscores the importance of clinical context and security in healthcare AI.
Governance and Clinical Safety: Human Oversight Remains Key
Despite growing acceptance, patients are clear that AI cannot act alone. 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. Patients also want the option to escalate to a human if needed, and they want proof behind AI-generated recommendations. Traceability and accountability are essential for building trust.
The importance of governance is one of the critical lessons from the report. AI agents in healthcare must operate within guardrails, with human clinicians ultimately responsible for decisions. Patients understand the value of AI but want it to be a tool that enhances, not replaces, the human touch. This balance is likely to shape the future of healthcare AI, as providers and technology companies work to deliver safe, effective, and trustworthy solutions.
Overall, the Salesforce Connected Health Consumer Report paints a picture of a healthcare system in transition. Patients are embracing AI for convenience, speed, and personalization, but they are also demanding transparency, security, and human oversight. As AI agents become more common in healthcare, those that meet these expectations will thrive, while those that ignore them may face resistance. The shift from 2% to 61% in just two years shows how quickly attitudes can change when needs are unmet and technology offers a better way.
Source: ZDNET News