The ZS Impact Institute has published its inaugural 2026 Future of Health Report, concluding that artificial intelligence is fundamentally changing how patients engage with healthcare while exposing persistent shortcomings in traditional care delivery. Based on responses from more than 10,000 healthcare consumers and providers across the United States, Germany and China, the report suggests patients are increasingly making healthcare decisions before interacting with clinicians.
Approximately 90% of respondents who use AI and digital health tools reported trusting the information they receive nearly as much as advice from their physician. The findings also indicate that many patients postpone seeking care until symptoms worsen, reflecting continued challenges in accessing and navigating healthcare services.
Among the report’s key findings in the United States:
42% of consumers research symptoms online before deciding whether to consult a physician.
52% of patients request specific medications during consultations.
68% of healthcare providers report an increase in patients requesting therapies by name.
58% of patients discontinue treatment before completion.
Across other markets, 68% of patients in Germany reported delaying care until becoming sick, while 32% of patients in China did not initiate prescribed treatment. Around four in 10 patients across all three countries reported waiting more than three months to see a specialist, with many consulting multiple healthcare providers before receiving a confirmed diagnosis.
According to the report, earlier diagnosis across major disease areas could generate nearly $500 billion in annual direct medical savings in the United States while improving patient outcomes.
Commenting on the findings, Jon Roffman, ZS principal and lead contributor to the 2026 Future of Health Report, said, “Patients are changing faster than the system designed to serve them. 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.”
The report concludes that healthcare organizations should redesign care pathways around how patients search for information, make decisions and navigate treatment. It highlights the growing use of AI and data-driven tools by providers, health plans, medtech companies and pharmaceutical manufacturers to identify barriers earlier, coordinate care more effectively and better align services with evolving patient expectations.
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