More US consumers think AI-generated health information should be left to the experts
While US consumers are less inclined to use gen AI for their own health fact-finding, they trust their clinicians to wield gen AI tools in care delivery, a Deloitte US survey shows
Many US consumers are optimistic about the potential for generative AI to address challenges in the US health care system including access and affordability, but they might not be as inclined to use the technology for their own health- and wellness-related fact-finding—instead preferring to go straight to the source.
According to a survey of more than 2,000 US consumers conducted in March 2024 by the Deloitte Center for Health Solutions, 30% of respondents reported that they “don’t trust the information” on health and wellness from gen-AI–enabled tools, up from 23% in 2023.1 The growing skepticism is most evident among two demographic groups: millennials and baby boomers. From 2023 to 2024, distrust among millennials has risen from 21% to 30%, and among baby boomers, it has increased from 24% to 32%.
The research indicates that, when it comes to potentially life-altering information, consumers want to know where the information came from, and whether they can trust the source—and they tend to have more confidence in the expertise of their clinicians: 74% of respondents view doctors as their most trusted source of information for health care treatment options.
Interestingly, of the respondents who are not currently using gen AI themselves, 64% are supportive of their health care providers using it for care delivery. Most respondents are comfortable with their doctors using gen AI to convey information about new treatments (71%), interpret diagnostic results (65%), and even diagnose conditions and illnesses (53%). (This trust is contingent on the assurance that consumers’ personal data is being handled responsibly and protected securely.)
As it stands, consumers are generally using free and publicly available gen AI tools for health and wellness purposes.2 However, due to the continually developing nature of the technology, these versions may sometimes provide inaccurate information, which can lead to diminished consumer trust.3 This presents an opportunity for health care organizations to bolster trust by educating consumers, providing them with gen AI tools specifically designed for health care applications, and addressing privacy concerns.
Research and analysis by the Deloitte Center for Health Solutions
Read more at www.deloitte.com/insights/consumer-trust.