FAIRFIELD — Frustrated by long wait times, insurance headaches and rising costs, Americans are increasingly turning to artificial intelligence (AI) for health information — signaling a shift that could reshape the future of care. That’s the message from a recent Sacred Heart University poll.
While 92% feel confident understanding information from health care professionals, nearly 40% have felt unsure about following doctors’ instructions at some point. That raises the question: if patients believe they can interpret the information themselves, why pay for it?
A new national poll conducted by Sacred Heart University, in partnership with GreatBlue Research and Gray Media, reveals that more than one-third of U.S. adults already use AI tools to research medical topics and 61% rely on search engines that now integrate AI responses.
“This poll shows strong public support for technologies that help individuals easily achieve their health goals, but distrust in the systems and institutions behind them is creating tension and driving calls for transparency and regulation,” said Foluke Omosun, Sacred Heart assistant professor and director of the strategic communication & public relations program. “As an educator and health communication researcher, I see this as an opportunity for health communication professionals to help address public concerns by prioritizing ethics, transparency and accountability, which are key for rebuilding public trust and shaping the future of health care.”
Why Americans are turning to AI
The poll highlights the frustrations driving this trend:
- 38% cite long wait times
- 32% are frustrated with insurance
- 24% struggle to get appointments
- 25% have financial constraints
Trust and transparency are non-negotiable
Despite growing reliance on AI, Americans demand transparency and choice:
- 88% want disclosure whenever AI is used in care
• 83% believe patients should have the right to opt out of AI-driven care
• 86% want AI’s role explained in plain language
“While AI offers unprecedented access to information and operational efficiency, many individuals continue to value human connection, particularly the relational and affective competencies, such as empathy and nuanced judgment, that technology cannot fully replicate,” said Anna Price, SHU professor of health science. “This pattern is evident across sectors: customer experience research consistently shows that people prefer human interaction when facing uncertainty, concern or complex problem solving. As AI becomes increasingly embedded in health information and decision-support contexts, intentional strategies will be needed to preserve meaningful human engagement alongside technological innovation.”
AI’s Role: Research, not replacement
Americans see AI as a way to get quick answers and explore health topics, not as a substitute for professional care. Still, optimism exists:
- More than half believe AI can improve access to care and information
- Respondents see potential in tele-health, preventive services and primary care
The bottom line? AI is becoming the first stop for health answers — but trust and transparency will determine how far it goes.
The health care and AI poll was conducted using a national digital survey of 1,500 U.S. adults. The study has a 95% confidence level and a ±2.4% margin of error. Respondents were weighted by age, gender and U.S. region based on U.S. Census.
