Patients are taking charge of their healthcare with artificial intelligence and other solutions, with 58% of U.S. patients researching symptoms before deciding whether to book an appointment, according to a new report from ZS Impact Institute.
The recent report drew insights from nearly 10,000 healthcare consumers and providers across the U.S., Germany and China. Researchers note the shift is consistent across healthcare systems, which they say points to a “broader breakdown in how patients seek and experience care globally.”
Thirty-seven percent of U.S. respondents report using search engines for health information—94% of which find it helpful—and 18% report using AI. Eighty-nine percent of those using AI to find information report it being helpful.
Aside from researching before medical appointments, 52% of U.S. patients report requesting specific medications and 68% of providers report seeing an increase in patients requesting therapies by name.
Patients’ shift towards using AI “cannot be attributed to availability alone,” the report notes, which is “growing consumer frustration with healthcare.” Forty-five percent of U.S. patients avoid seeing a physician until they’re sick; 41% haven’t had a health check-up in three or more years; 36% wait for a year or more for a diagnosis; 29% do not take prescribed treatments and 54% stop treatments prematurely.
Moreover, 38% of respondents report lacking a primary care physician and 30% report that diagnostic delays led to a worsening of medical conditions.
Researchers included a slew of recommendations for leaders in pharma, payers, medtech and providers. For providers, the report suggests redesigning care pathways and using AI to extend capacity and continuity of care.
“Patients are changing faster than the system designed to serve them,” said Jon Roffman, ZS principal and lead contributor, in a statement. “AI has put medical knowledge directly in patients’ hands, but the healthcare system still assumes patients will come to it first. That model has changed. Patients are more informed and empowered. To keep them engaged, the system must reduce friction with its own set of AI and technology tools to deliver more connected, supportive care.”