Survey: Patients welcome AI in healthcare to reduce wait times and administrative frustrations

The days of endless phone hold music may soon be numbered. A recent survey by RevSpring, conducted with YouGov, reveals that many patients are embracing AI-driven tools in healthcare, particularly when it comes to cutting wait times and streamlining administrative headaches. While some still prefer human interaction, a growing number of patients are open to AI solutions if it means getting quicker answers about billing, appointments, and other routine tasks.

"By understanding individual patient behaviors and preferences, even when not explicitly stated, providers can offer the right technologies to the right patients, creating personalized experiences that build trust and improve outcomes," says Scott MacKenzie, CEO of RevSpring.

How does it work?

AI in healthcare isn't about replacing doctors — it's about handling the grunt work. From chatbots to automated phone systems, these tools help answer patient questions, schedule appointments, and manage billing inquiries without clogging up phone lines.

• Speed Matters: One in five patients prefers AI over a human for routine tasks — so long as it speeds things up.
• Cutting the Wait: If a phone queue drags on too long, a third of patients say they'd rather turn to AI for financial or scheduling inquiries than wait it out.
• The Human Factor: Still, most patients are willing to hold for 3-5 minutes to speak with a staff member for important concerns.

MacKenzie emphasizes that AI isn't a magic bullet. "We believe that intelligence derived from analytics is key to successfully implementing AI in healthcare," he notes. In other words, the best AI strategies aren't just about automation — they're about understanding patients' preferences and tailoring the experience accordingly.

Why does it matter?

With healthcare systems under strain from staffing shortages and burnout, AI isn't just about convenience — it's a potential lifesaver for overwhelmed medical offices. Automating basic inquiries reduces the load on human staff, freeing them up for more complex patient needs.

• AI-powered engagement tools could help mitigate burnout by offloading repetitive administrative tasks.
• Patients get faster responses, meaning fewer missed payments, fewer scheduling mix-ups, and a smoother overall experience.
• It's a win-win: more efficiency for providers, less frustration for patients.

The context

The push toward AI in healthcare isn't happening in a vacuum. Patients are already accustomed to AI-driven experiences in banking, retail, and customer service. Why should healthcare be any different?

• Younger patients, particularly those aged 35-54, are the most open to AI-powered healthcare tools.
• Higher-income and college-educated individuals also show greater willingness to use AI for routine inquiries.
• However, adoption still hinges on ensuring these systems are seamless and reliable — trust is key.

Healthcare providers now face a balancing act: embracing automation without losing the human touch. As AI continues to evolve, the goal isn't to replace human interaction but to enhance it, making healthcare more accessible, efficient, and — above all — patient-friendly.