New Data Shows Patients Want People, Not AI, in Healthcare Communication

When patients pick up the phone to call a medical practice, it’s not a regular part of their day. They may be in pain, worried about a diagnosis, or uncertain about what comes next. That moment of first contact can influence whether they book an appointment or look elsewhere. 

This is why practice leaders should be aware of new research that reveals a clear preference for human interaction in patient communication. 

WellReceived, in partnership with One Poll, a leading market data company, surveyed 6,000 consumers. The data shows a clear trend. AI may offer efficiency, but when it comes to healthcare, patients still want to talk to people. 

Key findings include these headline figures:
• 89% of patients prefer speaking with a person over AI
• 83% have bypassed an AI system to reach a human
• 70% say humans show more empathy and care

For independent practices competing on experience and trust, these results matter. Patient communication is not just about efficiency. It is about connection. 

Why AI Falls Short With Patients

AI systems are designed to handle simple tasks, but patients do not always have a clearly defined task in mind. They often want to discuss their issue, confirm that someone understands, and feel confident that they are on the right track. 

Nearly one in three respondents said they would hang up if connected to an automated system, and 51% of people surveyed reported that AI agents fail to understand their needs. These interruptions are not minor. They can result in missed appointments, delayed care, and a loss of trust. A single negative interaction can stop a patient from reaching out again.

Great First Impressions Build Trust

In healthcare, trust is paramount. The study revealed that 47% of patients do not trust AI to relay information accurately, and 89% of respondents want a real person to review decisions affecting their care. The preference for human oversight reflects a broader trend. People are increasingly aware of technology’s limitations. They want assurance that absolute human judgment is applied when their health is involved. Other crucial findings include: 

• 43% of patients reported reduced trust where a business relies predominantly on AI for communication.
•  60% are uncomfortable with AI accessing extensive personal data. 

These concerns are particularly relevant in a sector built on trust and confidentiality.

The Role of Empathy in Patient Experience

Empathy improves outcomes. Patients who feel heard are more likely to follow instructions and attend follow-up appointments. Recent research has found that 70% of people believe humans demonstrate more care than AI, and 51% said AI agents cause more frustration than human interaction. AI has strengths, but making humans feel understood and cared for isn’t one of them.

Independent practices often take pride in providing personal care. As AI adoption grows, differentiation may come from keeping the human touch.

What This Means for Practices

Patients turn to healthcare providers during vulnerable moments. Communication is part of that care. The study from WellReceived highlights that a human-first approach is not a luxury. It is a clinical and commercial imperative.

Practices can start by reviewing how calls are handled. Identify where patients encounter AI without an option for human assistance. Consider training that helps staff recognise emotional cues. Utilize AI selectively to enhance efficiency while maintaining genuine interaction at key moments.

Small changes in call routing or staffing can have a direct impact on patient trust. Listening remains one of the most effective tools in care delivery. The survey results confirm that patients continue to associate care with people, rather than technology.

Final Thoughts

Healthcare technology will continue to evolve. AI may become more capable and widespread. Yet human connection remains central to patient experience. People do not remember how quickly a call was answered. They remember how they felt when someone picked up.

The practices that protect that feeling will maintain trust, improve satisfaction, and stand out in a healthcare landscape that is increasingly automated.