A new study from Zocdoc shows that some patients using AI in their healthcare are trying to hide it from their doctors. However, based on clinician responses to the survey, that may not be necessary, as providers report that the use of AI by patients can be good for patient engagement.
These findings come as experts explore how emerging consumer AI may impact the patient-provider relationship.
“The patient-provider relationship is at the heart of healthcare. It is the foundation on which everything else depends. That relationship is beginning to change,” said Oliver Karas, M.D., founder and CEO of Zocdoc, in a press release.
“More and more patients are turning to AI for answers and guidance,” Karas added. “But often, we don’t tell our doctors for fear of judgment. In the early days of AI, we are at a crossroads. Treating AI openly can help patients feel more prepared and make their visits more productive. When it’s kept confidential, it can cause friction, confusion, and erode trust.”
The use of consumer AI is becoming more common, according to a survey of more than 1,100 patients and 1,000 healthcare providers. About a quarter (26%) of patient respondents said they had used AI to find health-related information in the past, and 85% of physicians said they had seen more patients with AI information in the past year.
But despite the technology’s growing popularity as more technology companies launch their own AI chatbots, patients don’t always discuss this technology with their doctors.
Specifically, about one-fifth of patients try to hide their use of AI from their doctors, primarily because they fear their doctor’s reaction. Patients said they were worried that their doctor would judge them (39%), not like the use of AI in healthcare (38%), or be fired (31%).
But patients may not have anything to worry about, the study continues, with 77% of doctors saying they feel positive about their patients using AI to address their medical concerns. In fact, 78% of physicians want their patients to disclose that they have used AI in health-related research, and 72% say their patients would know that fact without disclosing it.
According to healthcare provider respondents, patients see benefits from using AI in their care, with 77% saying their patients ask more thoughtful questions and 76% saying they are more engaged in their care. Remarkably, 60% of physicians would rather their patients use AI for research than Google search.
AI helps connect patients with health information
Patients and doctors alike are embracing AI chatbots, but 70% of patients still prefer to see a doctor. Specifically, 65% of patients say their first priority is to see a doctor to ask questions about their health, but only 23% want to see a doctor. both AI and doctors, and 7% would rather ask just the AI.
In other words, regardless of the hype around consumer AI, the patient-provider relationship remains a key element.
However, with the average wait time for an appointment being 31 days, patients and healthcare providers agree that AI has numerous use cases to improve patient care, including:
- Prepare questions for doctors (36% of patients, 66% of providers).
- Understand test results or diagnosis (35% of patients, 66% of providers).
- They feel more informed about medical issues (35% of patients and 66% of providers).
- Know what type of doctor to see (30% of patients, 62% of providers).
- Schedule a doctor’s appointment if needed (not ranked by patient, 63% of providers).
- Know what type of doctor to see (30% of patients, 62% of providers).
- Determine if symptoms are urgent (30% of patients, not ranked by health care provider).
But patients say AI is an information provider rather than a treatment, the study added. For example, 83% of patients believe that doctors should make diagnoses rather than AI. Patients believe their doctors should also guide treatment plans and assess new or lingering symptoms, the survey found.
Rather, AI can help clarify these treatments and simplify test results, with 52% of patient respondents saying the same.
Concerns about accuracy remain
Although a promising tool for healthcare access and health literacy, patients still have concerns about AI in healthcare.
One-third of patients think AI can be overly reassuring, and 41% are concerned that AI will make them overconfident. Meanwhile, 62% said AI could provide a false sense of security. Still, patients remain cautiously optimistic about AI, with a quarter trusting the accuracy of AI information and 88% saying they are confident in their next steps after using AI.
There are tradeoffs on the provider side as well.
For example, patient use of AI can make appointments take longer, with 83% of providers saying they have to modify AI information captured by patients and 63% saying this makes appointments take longer. Six in 10 healthcare providers say AI could create extra work for doctors. Overall, 74% of physicians say AI can create or perpetuate medical misinformation.
Providers still need to focus on trust relationships
Zocdoc’s research confirmed that while many patients are not relying on AI to replace doctors, the technology is growing in popularity.
As both patients and healthcare providers view this technology with cautious optimism, it is imperative that clinicians remain focused on building trusting relationships with patients.
After all, patients who trust their healthcare provider will be 40% more likely to schedule an appointment with that provider after consulting with AI, and 17% less likely to hide their use of the tool. These two elements are important for healthcare providers to maintain relationships with patients and ensure the human connection in healthcare.
Sarah Heath has been reporting news related to patient engagement and health equity since 2015.
