Patients Try AI for Health, but Trust Remains a Concern

Patients are beginning to integrate AI into their health journeys, largely as a starting point for information, but concerns about accuracy, privacy, and the loss of human connection continue to shape adoption, according to a new survey by digital health company Health Union.

Health Union’s 2025 Connected Health Experiences and Perceptions of AI Survey polled more than 6,000 patients living with 49 chronic conditions. Conducted by the company’s Insights team, the research examined how patients use technology-enabled health tools and how they perceive the growing role of AI in health management.

The findings show that users are beginning to adopt AI but remain cautious. One-third of respondents reported having used an AI tool such as ChatGPT or Google Gemini for any purpose, while 18 % said they had used AI specifically to seek health-related information. These uses included initial questions about symptoms, medications, or test results, positioning AI as an early research step rather than a definitive source.

“One of the main benefits of AI in healthcare is expanded access and efficiency: more time, more patients getting care,” writes Waleed Mohsen, Founder and CEO, Verbal, on MBN.

AI-generated summaries are already common in online health research. About two-thirds of respondents said they had relied on such summaries to quickly understand new information or orient themselves to a topic. However, fewer than half of those users said they regularly verify the original sources behind the summaries, highlighting a gap between convenience and diligence.

Trust remains limited. Only 13% of surveyed patients agreed that AI-written health summaries are usually accurate. Many respondents indicated that they consult additional, non-AI sources to confirm information before acting on it. Data privacy also emerged as a leading concern, cited by 35% of respondents, alongside worries that AI tools may use personal information shared online.

“What matters is not the tool itself, but the logic behind it: enabling understanding, strengthening trust, and ensuring accountability,” writes Elton Borgonovo, Vice President for Latin America and the Caribbean, Motorola Solutions, on MBN.

Beyond technical issues, patients expressed reservations about the impact of AI on the quality of care. Open-ended responses pointed to concerns that AI lacks the human connection and personalization needed to address complex medical situations. Respondents noted that algorithms may struggle to account for individual circumstances that shape chronic disease management.

Age played a role in adoption patterns. Patients under 50 reported greater familiarity and comfort with digital tools, including health apps, patient portals, and AI platforms, compared with older respondents. Even among younger users, however, interest in AI was tempered by questions around reliability and appropriate use.

Lauren Lawhon, President, Health Union, says the survey reflects a broader tension between speed and trust. She notes that while generative AI has expanded access to health information, patients want assurance that these tools are transparent, accurate and supportive of, rather than disruptive to, relationships with healthcare professionals.

The results suggest that healthcare organizations introducing AI must balance innovation with safeguards that protect patient confidence. According to Lawhon, patients value AI for its potential to improve access to information and support self-advocacy, but they do not want it to replace individualized care from human providers.

Health Union says it is focusing on a hybrid approach that combines technology with medically reviewed content and community-based patient leadership. Through its digital health communities and upcoming product offerings, the company aims to promote responsible AI use that reinforces trust and strengthens patient-provider relationships as AI becomes more embedded in healthcare.