AI use rises in health systems, but many patients still struggle to access care

Although most U.S. health systems now use artificial intelligence (AI) tools, many patients still have trouble getting care, according to a new report released in March from Hyro and Pixel Health.

The report looked at how health systems are using digital tools and AI to improve patient communication and access and where those efforts are falling short. The goal of the research was to better understand struggle points in the patient journey, particularly as organizations invest heavily in automation, patient portals and emerging AI technologies.

Conducted by Wakefield Research on behalf of Hyro and Pixel Health, researchers surveyed 200 healthcare IT and digital executives at hospitals and health systems, along with 800 patients who had recently interacted with the healthcare system.

The surveys were conducted between November 7 and November 26, 2025, using online questionnaires.

Findings revealed that while providers are rapidly adopting AI, patients are not seeing the same level of improvement in access or experience. For example, 91% of providers reported using AI in some capacity, but 72% of patients said they still struggle to access care. In addition, 51% of patients said they have abandoned attempts to seek care because the appointment scheduling process was too complex.

This gap remains even as all who were surveyed, 100%, said improving access is a top priority. This result suggests that technology investments alone are not solving front-end access challenges.

The report points to a breakdown in communication as a key driver of the problem. While 56% of providers said they are proactively following up with patients, only 25% of patients report receiving that level of outreach multiple times in the past year. Less than half of patients (48%) said their providers have taken proactive steps to help them access care.

A similar gap appears in preventive care outreach. For instance, 67% of providers reported that they send multiple reminders for preventive services, but most patients (55%) prefer a single outreach. In addition, only 36% voiced that they want more than one reminder, showing that more communication does not always mean better engagement.

Patients are also asking for more meaningful and timely communication. About 51% said their long-term health outcomes would improve if providers were more proactive, such as sending appointment reminders or visit summaries.

Technology gaps also play a role. While 87% of providers believe their patient-facing technology is up to date, 33% say their internal workflows are too outdated to fully support AI integration. The report noted this creates challenges behind the scenes that may not be visible to patients, as 89% believe their providers are current with modern technology.

Access to digital tools remains uneven. Although 90% of providers say they offer 24/7 electronic access to health records, only 71% of patients report having access to most or all of their records at all times.

Additionally, it was found that trust in AI continues to be a major concern. While 97% of providers believe their AI systems are designed with patients’ best interests in mind, only 69% of patients agree. Data security is a key issue, with 82% of patients saying they trust humans more than AI to protect their health information.

Results also revealed that more than half of patients (57%) said AI is not yet at a level where it can be trusted. In addition, 61% are concerned about algorithms making healthcare decisions that may not be in their best interest. Providers shared some of these concerns, with 57% also worried about algorithm-driven decisions and 58% citing data security as a top challenge.

Patient preferences also highlight the need for balance between digital and traditional communication. While 86% of patients say they are comfortable using portals, apps or telehealth platforms, the phone remains the top choice for communication, preferred by 33% of patients. Only 5% prefer chatbots or virtual assistants.

Yet, both groups see potential benefits. Among providers, 58% said AI could free up clinicians to spend more time with patients, as 54% of patients said they believe AI could help doctors focus more on direct care.

Barbara Casey, president of strategy and transformation at Pixel Health, said the issue is not a lack of tools. “Health systems aren’t struggling because they lack data or digital tools — they’re struggling because patients still experience those tools as fragmented and hard to use,” she said. “If scheduling, follow-up, and basic questions aren’t simple and consistent across channels, patients delay or abandon care.”

The report flags that health systems should better align digital strategies with patient needs, which includes simplifying scheduling, improving care navigation and building trust in AI, while maintaining strong human connections in care delivery.