Consumer perceptions of AI in healthcare

United States

73% of US adults believe they understand their personal health better than their doctor

More Americans trust social media and healthcare websites to give them health advice over a medical professional, according to a new survey. The poll of 2,000 US adults revealed many turn to the web for accurate information on health before their physician, with people consulting healthcare websites (53%) and social media (46%) more than their personal doctor (44%).

Nearly three-quarters (73%) believe they better understand their personal health than their doctor does. Comparatively, 44% of Brits and 27% of Australians wouldn’t trust AI to handle health-related tasks. Meanwhile, only 6% of Americans shared the same anti-AI sentiments.

Further showcasing their point, 67% of Americans said they’ve looked up their symptoms on an internet search engine like Google or WebMD. Over half of the respondents (52%) stated they have given a list of their symptoms to a large language model (LLM) like ChatGPT, looking for a diagnosis. Of them, 81% have been given a diagnosis from the LLM, and when asked for their diagnosis after consulting a doctor, 84% said the diagnosis was accurate. 

Respondents said they would consult the internet or ChatGPT instead of their doctor because they don’t understand their healthcare insurance or what it covers (57%), they’re embarrassed by what they’re experiencing (51%), or because they want a second opinion (45%). 

"The PX—or patient experience—isn't just about the relationship between patients and providers,” said Lija Hogan, principal of enterprise research strategy at UserTesting. “Healthcare journeys include digital touchpoints that extend beyond scheduling appointments or remote visits. 

The survey also found people would trust AI to recommend treatment plans to them (53%), schedule doctor appointments (52%), and coordinate with pharmacies to fill prescriptions (47%).

“Americans are using AI as a means to help them navigate a complex experience with more information that is understandable and relevant to them—and that they feel is trustworthy," remarks Hogan.

Respondents would also trust AI with their sleeping patterns (53%), heart rate information (51%), blood pressure (42%), and fertility information (40%).

Nearly a quarter of respondents (23%) would trust AI to diagnose them with medical conditions such as certain chronic illnesses like heart disease and diabetes (48%), COVID-19 (42%), and colds and flu (40%). 

94% of people own a personal smart device that can track health, and 86% use smart devices to opt in for health tracking. Six in 10 (62%) said health tracking has influenced their behaviors.

Of course, much of people's trust in technology doesn’t stop with AI. Many would also trust major tech companies with their personal health data, including:

• Google (54%)
• Apple (47%)
• Fitbit (34%)
• Amazon (31%)
• Meta (25%)

Overall, 78% stated they’re “confident” that AI and tech companies would protect their health information.

"Doctors and patients need to figure out together how AI can play the best role in healthcare journey,” continued Hogan. “This means that we have to figure out the right guardrails to ensure people are getting high-quality advice in the right contexts and how to connect patients to providers. 

“The growing prevalence of healthcare deserts or even just ordinary lack of access in America means that AI will be incorporated into the healthcare journey to provide care at the scale that we need as the country ages.

Hear what respondents have to say. 

Remote video URL

Top 10 tasks people in the US would trust with AI

• Recommending treatment plans - 53%
• Scheduling doctor appointments - 52%
• Coordinating with pharmacies (refilling prescriptions) - 47%
• Recommending medications - 45%
• Choosing my health insurance plan - 42%
• Diagnosing me with a medical condition - 23%
• Finding me a new doctor - 19%
• Creating/recommending a fitness/exercise plan - 18%
• Mental health treatments (therapy, meditation, etc.) - 17%
• Choosing my diet - 17%

Survey methodology

This random double-opt-in survey of 2,000 general population Americans was commissioned by UserTesting between October 13 and October 17, 2023. It was conducted by market research company OnePoll, whose team members are members of the Market Research Society and have corporate membership to the American Association for Public Opinion Research (AAPOR) and the European Society for Opinion and Marketing Research (ESOMAR).

United Kingdom

43% of UK adults believe they understand their health better than their doctor

This report provides an in-depth analysis of 1,000 British adults' views on the integration of technology and AI in healthcare, as explored in the UK-focused report, "WebMD to ChatGPT: The New Era of Digital Diagnosis." A significant portion, 73%, of UK adults owns smart devices, and more than half of these individuals use these devices for health tracking. This highlights a strong engagement with digital health tools. However, there's a notable hesitancy in adopting digital coaching and workout apps, with only 21% of smart device owners using them.

The influence of technology on health behaviors is acknowledged by 44% of those who track their health, yet there is a marked concern for data security. Only 28% of respondents express confidence in AI or technology companies to protect their health information. This reflects a cautious stance towards digital health data sharing.

In the realm of digital diagnosis, while a majority have searched for health symptoms online, a mere 5% have consulted large language models (LLMs) like ChatGPT for medical advice. Of these, more than half received a diagnosis, and two-thirds verified it with a doctor. The report also indicates a reserved acceptance of AI in health-related tasks. Only a minority trusts AI for scheduling doctor appointments or managing health records, and a significant 65% would not trust AI for diagnosing medical conditions.

The response to telehealth is mixed. While 40% are comfortable sharing health information via telehealth, only about a quarter prefer it over traditional in-person visits. However, respondents have noted an increased awareness of their health due to technology, with heart rate and sleeping patterns being the most monitored aspects, suggesting a growing role for technology in personal health management.

When it comes to trusted sources for health advice, the majority of British adults rely on their personal doctor, followed by physician’s assistants or nurse practitioners. There's also a conservative approach to AI-based health apps, with only a quarter willing to use them.

As we approach 2024, 14% of Britons have set health or fitness-related resolutions, and over half of these individuals are likely to use AI to assist in maintaining these goals. Overall, the report uncovers a nuanced perspective on the role of technology in healthcare, balancing interest and engagement with a cautious approach, particularly regarding data security, trust in AI, and the role of digital diagnosis.

Hear what respondents have to say. 

Top 5 tasks people in the UK would trust with AI

• Scheduling doctor appointments - 27%
• Tracking health records - 23%
• Coordinating with pharmacies - 22%
• Creating or recommending a fitness or exercise plan - 22%
• Diagnose them with medical conditions such as cold and flu (21%), COVID-19 (13%), and allergies (13%)

Survey methodology

This random double-opt-in survey of 1,000 general population United Kingdom adults was commissioned by UserTesting between October 13 and October 17, 2023. It was conducted by market research company OnePoll, whose team members are members of the Market Research Society and have corporate membership to the American Association for Public Opinion Research (AAPOR) and the European Society for Opinion and Marketing Research (ESOMAR).

Australia

42% of Australians believe they have a better understanding of their health than their doctor

Our survey of 1,000 Australian adults offers insightful revelations into the integration of technology in healthcare routines. The key findings are presented in our report, "WebMD to ChatGPT: The New Era of Digital Diagnosis."

A notable 88% of Australians now own a personal smart device, and a significant 66% of these individuals use their devices for health tracking, signaling a strong trend towards digital health management. Amongst health trackers, 48% recognize the influence of technology on their health behaviors, though there's a balanced perspective in the adoption of digital tools, with 35% using digital coaching or workout apps.

Data security is a vital concern in digital health, with 42% of respondents placing their trust in AI/technology companies to protect their health information. Leading the trust chart are brands like Apple, Google, and Fitbit. While 70% have sought online health symptom information, only 14% have consulted a language model like ChatGPT for health advice. Among those, 51% received a diagnosis, and a significant 76% verified its accuracy with a doctor.

A cautious yet growing acceptance of AI is observed in health-related tasks. Australians are increasingly using AI for tasks like scheduling doctor appointments and tracking health records, but over half remain skeptical about AI's role in diagnosing medical conditions.

The survey also highlights an increased comfort with telehealth, with 56% comfortable with this medium, and 36% preferring telehealth appointments over traditional in-person visits. Additionally, technology has enhanced health awareness among Australians, particularly in monitoring heart rate and sleep patterns.

In terms of trusted sources for health advice, personal doctors remain the most trusted, followed by major hospitals. There's also a notable openness to AI-based digital coaching or workout apps.

Looking ahead to 2024, 31% of Australians have set health or fitness-related resolutions, with 61% planning to use AI to help achieve these goals. This trend underscores the evolving role of AI and technology in Australia's healthcare landscape

Here's what participants had to say:

Remote video URL