AI is emerging as key tool for Americans navigating the healthcare system, OpenAI report finds

Americans are turning to artificial intelligence (AI) to help navigate the challenges of the U.S. healthcare system, according to the January 2026 report “AI as a Healthcare Ally: How Americans are navigating the system with ChatGPT” by OpenAI.

The study found that one in four ChatGPT users, globally, submit healthcare-related prompts each week, highlighting the growing role of AI in helping patients and providers manage care, understand costs and make health-related decisions.

The U.S. healthcare system has long been quite complex and challenging to navigate, with many frustrated by high costs, limited access and administrative barriers. The report revealed that Americans now rate the health system at a C+ on access and a D+ on costs, while 70% view the system as having major problems or being in a state of crisis.

ChatGPT and other AI tools are leveraging this gap, providing guidance outside traditional clinic hours and supporting those in both rural and urban communities where care can be limited.

Based on anonymous message data from OpenAI’s platform as well as survey research, the report sought to understand how Americans are using AI for healthcare. The analysis examined billions of ChatGPT prompts globally, with a focus on U.S. users.

Researchers looked at trends in message volume by topic, geography and time of day. They also surveyed adults about their use of AI for health-related purposes in the previous three months. Key areas included insurance and billing, symptom checking, understanding treatment options and preparing for clinician visits. The study also collected information on how healthcare professionals are incorporating AI into their workflow.

Results found that ChatGPT users sent nearly two million messages per week related to health insurance, covering plan comparisons, claims and billing, eligibility, enrollment, coverage details and cost sharing. In underserved rural communities, weekly healthcare messages averaged nearly 600,000, reflecting both how scarce local services were and the importance of AI in filling information gaps.

The report also found that seven in ten health-related conversations occurred outside typical clinic hours, highlighting the need for accessible guidance during nights and weekends. Survey data showed that 55% of adults explored symptoms using AI in the past three months, 52% asked questions at any time of day, 48% reported better understanding of medical instructions and 44% learned about treatment options.

Healthcare professionals are also adopting AI immensely.

For example, roughly 67% of physicians reported using AI for at least one specific work task in 2024, up from 38% in 2023, while 46% of nurses and 41% of pharmacists use AI weekly. Common uses include documenting notes, coding, managing stress and providing more personalized care. About 75% of physicians surveyed considered AI helpful for work efficiency, and 72% reported it improved their diagnostic ability.

The study highlights both strengths and limitations. A major strength is the large dataset, which provides insight into user behavior and healthcare needs across the nation. Limitations include the self-reported survey data and ChatGPT usage, which may not capture all AI tools or reflect all patient experiences.

The authors suggest that AI can play an important role in bridging gaps in access, supporting provider efficiency and improving patient self-advocacy while acknowledging that AI can’t replace hospitals or directly deliver care.

Authors also stressed the need for clear policies to safely expand the use of AI in healthcare. Their recommendations include securely linking medical data for research, investing in infrastructure to support AI-driven drug development and clinical trials, creating clear job pathways for an AI-enabled healthcare workforce and clarifying rules for AI medical devices used by both patients and providers.

These steps aim to ensure that AI can continue to complement human expertise and support better health outcomes while protecting patients and professionals.

This report demonstrates that AI is becoming a crucial tool for Americans navigating a complex healthcare system. By providing timely information, supporting decision-making and assisting healthcare professionals, AI has the potential to enhance patient experiences, increase efficiency and help address gaps in access, particularly in rural and underserved communities.