AI in Health Care Must Work for People: Insights from Patients and Physicians

Artificial intelligence (AI) is rapidly shaping the future of health care, but too often the voices of patients and providers are missing from the conversation. To help change that, United States of Care (USofCare) partnered with athenahealth, a leading health care technology company, to better understand how both patients and physicians view AI in care settings. Together, we analyzed insights from athenahealth’s annual Physician Sentiment Survey alongside results from a USofCare national poll of health care consumers.

The findings reveal a complex picture:

• Patients are cautiously optimistic about AI’s potential to improve care. They want transparency and safeguards that ensure technology supports rather than replaces the human connection they value in health care.
• Physicians are becoming more familiar with AI, but many remain concerned about its impact on clinical judgment, patient relationships, and equity in care delivery.

This research highlights both the opportunities and challenges of AI in health care from the physician and patient perspectives. It shows that AI can help transform care, but only if it is implemented responsibly, equitably, and with people’s real needs at the center. We are committed to elevating these perspectives and ensuring that as AI continues to evolve, it strengthens the health care experience for patients, providers, and communities.