Patients feel “resigned” to the “inevitable” use of AI in healthcare

It’s not exactly a ringing endorsement of AI technology. A new Commonwealth Fund report finds that many patients are feeling “resigned” to the use of AI in their healthcare while believing that the industry’s digital makeover is taking their own care even further out of their control.  

In late 2025 and early 2026, the Public Policy Lab, with support from the Commonwealth Fund, interviewed 23 patients in New York City and rural Virginia to inform AI implementation and policy recommendations for health system leaders.  

They found that patients do see some clear opportunities for AI to improve their personal experiences and health outcomes, but that many people feel deeply concerned about the broader implications of the shift to a digital-first care environment.  

Resignation and trepidation over AI in the patient-provider relationship

Overall, the patients included in the interviews felt concerned about the role of AI in the clinic, particularly in primary care. Some mentioned the risks around “deskilling” among primary care providers, which could lead to less effective care.  

“I’m kind of scared that, like, if I was a doctor or somebody else, it would take away me thinking from scratch,” said one patient from The Bronx. Another said that technology can make things easier, but it can also “makee the doctors a little lazy” if they rely too heavily on it. 

Others noted that their providers are still spending more time staring at screens than they would like, which can detract from the ability to have a natural and meaningful conversation, and reiterated that they don’t want to “lose” their person-to-person relationships with their providers.  

And some spoke of their fears that they might be left behind in the newly AI-heavy healthcare environment due to lower digital literacy on their own part.  Patients with older devices or unreliable internet were particularly worried that they won’t be able to engage in getting care as easily now that the majority of tasks designed to completed online. 

A more hopeful outlook for AI research at scale

Despite their discomfort with certain aspects of their personal healthcare experiences, participants felt a little more optimistic about AI can support broader improvements in clinical care and outcomes.  

Many felt that AI may be able to help with early disease detection and diagnostic accuracy, and could be a valuable resource for surfacing key information to providers that may otherwise be missed or overlooked.  Some participants also said sharing their data for research purposes was acceptable, as long as it is fully deidentified. 

Sustained demands for accountability and consent

Participants consistently called for accountability and appropriate disclosures of how and when AI is being used. They emphasized the importance of pre-appointment communication when new technologies or policy changes are introduced, so that they could take their time to understand the information and formulate questions to ask, if necessary. 

“I would want them to be like, ‘Hey, listen, I have this new tool. Let me just explain what it does, and how it’s here to help you,” said Jessica in The Bronx, New York. “I’d rather you talk to me about it first before you just stick me with something and I don’t know what’s happening.” 

The qualitative interviews support other industry polls that indicate patients aren’t fully on board with how the AI adoption process is playing out.  Previous surveys indicate that openness and excitement around AI is notably dipping among people of all age groups, particularly as big tech companies, workplaces, and other digital environments push AI on consumers whether they want to use it or not. 

If healthcare takes the same path, despite knowing that many of its favorite tools are still prone to errors and inaccuracies, patients could sour even further on the prospect of a fully AI-powered healthcare experience. 

Fortunately, patients like the ones interviewed in the Commonwealth Fund report are giving healthcare leaders pretty clear guidance on how to avoid a consumer revolt. Clear communication around new tools and policies, robust AI training for physicians, and as many opportunities as possible to opt out of AI initiatives can help to keep patients feeling informed and in control of their care.  

By creating an environment designed to bring patients in rather than turn them off, healthcare organizations can adopt AI more successfully while maintaining higher levels of patient satisfaction.

Jennifer Bresnick is a journalist and freelance content creator with a decade of experience in the health IT industry.  Her work has focused on leveraging innovative technology tools to create value, improve health equity, and achieve the promises of the learning health system.  She can be reached at [email protected].