Salesforce surveyed more than 3,200 health consumers across eight countries for its Connected Health Consumer Report, published June 24, 2026. The findings reveal that administrative friction is actively driving patients away from care-even as patients signal growing willingness to trust AI, provided it comes with clear guardrails and human oversight.
Healthcare remains one of the few major sectors where consumers routinely face long hold times, must recount their medical history at each appointment, and are left to manage recovery on their own. These same consumers get instant answers and always-on support in nearly every other part of their lives. The gap between what patients experience and what they expect has widened enough that one in six now says ease of digital access determines which provider they choose.
Scheduling barriers are costing patients and providers
Frustration often begins before care starts. According to the report, 58% of patients delay or skip necessary care because scheduling is too difficult. Digital portals have not solved the problem-46% of patients say starting the process online is too confusing. The result is not just lost appointment revenue but gaps in outcomes and quality of care.
"To rebuild and ensure patient retention, commercial providers must prioritize a seamless care journey of integrated communication, records, and scheduling," said Amit Khanna, SVP & GM, Agentforce Health, Salesforce. "For healthcare organizations, the key to meeting overwhelming demand lies in proactively intervening before costly emergency care or chronic condition management."
Support after hours and between visits
Patient needs do not disappear when offices close. Two-thirds of patients-67%-would rather get help from an AI agent at any hour than wait for a callback during business hours. Nearly half say a 24/7 agentic assistant would make them more likely to stay with a provider for follow-up care, and 55% would switch to a provider offering real-time, AI-driven insurance eligibility checks.
The biggest blind spot occurs after patients leave the appointment. Nearly one in four report being confused about their next step, treatment plan, or follow-up instructions. Yet 70% say proactive AI check-ins would help them stay on track between visits. Among Gen Z patients, 31% would turn to AI first when unsure about post-appointment instructions-more than any other generation.
Disconnected records compound the problem. A striking 90% of patients wish their primary care doctor automatically knew about visits to the ER or other care settings. More than three-quarters-77%-would highly value an AI tool that simplifies the transition from hospital care to at-home recovery.
Trust depends on transparency and human oversight
Patient attitudes toward AI have shifted considerably. Interest in AI for Healthcare continues to grow, with 64% of patients now willing to share their full medical history with AI for faster diagnosis. But patients want a say in how AI operates. They are three times more likely to trust AI embedded in their provider's portal than a public chatbot.
The demand for oversight is near-universal. A full 89% want a clear "escalate to a human" option when AI handles administrative tasks, and 90% want the same for medical support. Provider-embedded AI with clear governance is safer, and 62% of patients say they would trust an AI agent integrated into their doctor's secure portal over a public chatbot.
Why this matters for healthcare
Patients have already decided AI has value in healthcare. What they want is not technology for its own sake but answers that are easier to access, available when they need them, connected across the care journey, and backed by trusted guardrails. Providers that act on these expectations stand to earn loyalty and improve outcomes.
Start with administrative friction. Scheduling, referrals, and billing are where patients feel the most frustration-and where they are most receptive to AI support. Agentic AI that automates these high-friction interactions frees staff for more complex patient needs.
Connect the full care journey. Scheduling, visits, discharge, and recovery should feel like one continuous experience. Agentic AI can bridge gaps between care settings by coordinating follow-up activities and helping patients navigate next steps.
Build trust through transparency. Be clear about when AI is being used, how decisions are made, and when a human steps in. Choose AI solutions with built-in data security and HIPAA compliance. The providers who listen to what patients are asking for will be the ones who lead.
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