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Indian consumers use generative AI to navigate healthcare, Bain report says
A Bain report finds 78% of Indian consumers use generative AI to understand diagnoses. However, 59% still prefer in-person clinics for primary care.
India ranks among the most AI-ready healthcare markets in Asia-Pacific, with 78% of consumers using generative AI to better understand diagnoses and treatment options, according to a Bain & Company report released Wednesday. The findings arrive as rising expectations for convenience collide with a stretched clinical workforce, accelerating a shift toward new care models and AI-enabled support.
Consumer adoption of AI in healthcare
The report found 73% of Indian consumers use generative AI to prepare for appointments and 72% use it to navigate the healthcare system. Gen Z respondents are pushing digital adoption further-66% use online pharmacies, and the group shows higher engagement with AI-enabled healthcare tools and services than older demographics.
Demand for convenience and coordination
Indian consumers expressed strong demand for easier access. 88% said they expect more convenient healthcare experiences, and 79% expect phone and messaging accessibility from doctors. 93% of respondents wanted a single point of coordination across their entire healthcare journey.
Fragmentation compounds the burden. More than 45% of consumers reported difficulties navigating the system, and 62% said they often need to consult multiple providers before receiving the right diagnosis or treatment plan. This drives the strong appetite for coordinated care.
Affordability and access barriers
Cost and wait times remain significant hurdles. 43% of respondents cited high costs, 42% pointed to long wait times, and 30% mentioned delays in securing appointments. These pressures persist even as digital tools gain ground.
Traditional care models still dominate
Despite the push for digital alternatives, 59% of Indian consumers favored an in-person clinic as their primary coordination point. Trust in traditional providers remains high-85% trust primary care physicians and 75% trust hospitals. India lags the Asia-Pacific average in alternate site-of-care adoption, at 42% compared to the regional average of 57%. Telehealth remains complementary, used mostly for non-acute cases, with limited payer-driven steerage in India's predominantly cash-pay market.
Why this matters for healthcare professionals
Patients are already using generative AI to make sense of their conditions and plan care. Clinicians and administrators who understand how these tools shape patient expectations will be better positioned to guide them. The report's coordination and access gaps also signal where process redesign-supported by AI-could reduce friction for both staff and patients. Healthcare professionals looking to stay current with these shifts can explore AI for Healthcare Courses that cover practical applications of AI in clinical and operational settings.