The adoption of artificial intelligence in healthcare has seen a remarkable surge over the past two years. According to the latest Connected Health Consumer Report from Salesforce, 61% of US adults now use AI to obtain health information, a staggering increase from just 2% in 2024. This shift reflects a broader transformation in patient attitudes toward digital health tools, driven by the rise of agentic AI systems that can autonomously handle tasks ranging from appointment scheduling to post-care follow-ups.

The report, based on a survey of 3,200 consumers worldwide, provides a comprehensive look at how AI is reshaping patient expectations. Patients are not only more willing to use AI for administrative tasks but are also increasingly trusting it with sensitive health data when proper safeguards are in place. However, trust remains conditional: patients are three times more likely to trust an AI agent integrated into their provider's secure portal than a public chatbot, and the vast majority demand human oversight.

From Skepticism to Acceptance: The Rapid Rise of AI in Healthcare

In 2024, only a tiny fraction of Americans had ever used AI for health-related inquiries. That number has since ballooned to 61% in 2026, indicating a seismic shift in consumer behavior. This growth aligns with broader trends in AI adoption across industries, but healthcare presents unique opportunities and challenges. The COVID-19 pandemic accelerated digital health adoption, and the subsequent maturation of large language models and agentic AI frameworks has made it possible for patients to interact with sophisticated, context-aware systems.

The surge is not just about curiosity. Patients are actively choosing AI over traditional channels for speed and convenience. The report found that 67% of patients would rather have 24/7 access to AI help than wait for regular office hours. This preference is particularly strong among younger generations, with 88% of millennials saying they would grant an AI agent full access to their medical history for a faster diagnosis.

The Consumer Gap: Administrative Friction Drives Patients Away

One of the most significant findings of the report is the extent to which administrative friction is harming patient engagement. Today, 58% of patients delay or skip necessary care because scheduling is too difficult. This is a dramatic indictment of current healthcare systems, where phone calls and confusing websites create barriers to timely treatment. The report notes that 49% of patients abandon calls after 10 minutes of waiting on hold, and 46% describe provider websites as confusing and hard to navigate.

This friction extends beyond scheduling. Poor record sharing between providers forces 60% of patients to repeat medical tests, while 66% report running out of medication while waiting for prescription refills. These inefficiencies are driving patients to seek alternatives. The report found that 59% of patients would switch providers for one that keeps them updated on waitlist status, and 55% would switch for real-time insurance eligibility verification via AI.

Agentic Value Exchange: Convenience Meets Proactive Care

The term 'agentic AI' refers to systems that can act autonomously on behalf of users, making decisions and executing tasks without constant human input. The report shows that patients are broadly open to AI agents for logistical and navigational tasks, especially after hours. For example, 70% of patients say proactive AI check-ins between appointments would help them stay on track with treatment plans.

Patients want more than just reactive support. The survey found that 83% are interested in self-enrolled programs that provide healthcare recommendations based on personal data. This appetite for proactive care is reshaping expectations around what a healthcare provider should offer. Nearly 7 in 10 patients would rather have access to 24/7 AI help than wait to speak with a person during business hours, a preference that cuts across age groups.

The value exchange is clear: patients are willing to share more data if it leads to better outcomes. Fifty-four percent of patients would let a secure AI agent manage their sensitive health data if it resulted in better coordinated care. This willingness is not unconditional, but it represents a significant trust shift from previous years.

Agentic Navigation: Closing the Post-Care Gap

A particularly promising area for AI is helping patients navigate care after a visit. The report found that nearly one in four patients leave appointments unsure about their treatment plan. This confusion can lead to poor adherence, missed medications, and unnecessary readmissions. AI agents can bridge this gap by providing personalized follow-up assistance.

Seventy-eight percent of patients say automatic reminders would help them take medications and follow care plans. For those with chronic conditions, 65% believe a 24/7 digital helper would significantly improve their quality of life. Gen Z patients are especially inclined toward AI, with 31% saying they would turn to AI first when unsure about next steps after an appointment. The potential for AI to reduce post-discharge complications is enormous, particularly as healthcare systems face increasing pressure to improve outcomes while reducing costs.

Trust and Data Sharing: Patients Are Ready

One of the most surprising findings is the degree to which patients are now willing to entrust AI with their health information. Seventy-three percent trust AI to flag potential drug interactions before picking up new prescriptions. Sixty-three percent want automatic medication reminders, and 66% want AI agents to suggest preventive screenings. More than half (54%) agree that AI agents can help them feel more secure in their provider's care.

The report also highlights the importance of the hospital-to-home transition. More than 77% of patients would highly value an AI tool that simplifies this handoff, and 72% would trust an AI agent to create a personalized follow-up schedule based on their complete health history. These findings suggest that patients see AI not as a replacement for human care but as a complement that enhances safety and convenience.

Governance and Clinical Safety: Trust Requires Guardrails

Despite growing acceptance, patients are not willing to give AI free rein. The report found that 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 website. Furthermore, 88% require evidence of human oversight before accepting AI for administrative support, and 90% expect the same level of supervision for medical support.

This demand for governance is critical for the responsible deployment of AI in healthcare. Patients want proof behind AI-generated recommendations—traceability and accountability are non-negotiable. The report's authors emphasize that AI agents must operate within clear guardrails, with human escalation options always available. When those conditions are met, patients are not only open to AI but eager for its adoption.

The 2026 Connected Health Consumer Report makes it clear that healthcare is on the cusp of an AI-driven transformation. The rapid growth in usage from 2% to 61% in just two years signals that patients are ready for change. Providers who can integrate AI agents into secure, transparent, and human-oversee environments will be best positioned to attract and retain patients in an increasingly competitive landscape. The key will be balancing automation with accountability, ensuring that technology serves patients without compromising the trust that underpins the doctor-patient relationship.

As healthcare organizations explore the potential of agentic AI, they must focus on the areas where it can make the biggest difference: reducing administrative burden, improving care coordination, and empowering patients to take a more active role in their health. The data from the report provides a roadmap for that journey, showing that when AI is deployed with care, patients are ready to embrace it.

Source:ZDNET News