Three out of four patients see U.S. health care as broken but optimistic about technology’s role, survey finds

A survey by Lavidge, a marketing and public relations agency, found that 75% of patients view the U.S. health care system as broken, with widespread distrust in its operations. However, the 2024 Healthcare Study—based on nearly 500 responses nationwide—also highlights emerging trends that could reshape this sentiment, with a growing optimism around health care technology and an emphasis on the importance of the patient-doctor relationship.

Patients see technology as a potential game-changer

Patients expressed cautious optimism about health care technology, particularly in its potential to streamline care and reduce costs. Tim Trull, chief strategy officer at Lavidge, said in a statement, “While patients are skeptical of the mass profits in health care, they are open to advanced technology if it can reduce their financial burden.” The study also found that many patients welcome telemedicine as a convenient option, which could make health care more accessible to a broader population.

Moreover, a majority of respondents believe that health care outcomes could improve if providers adopt newer technologies, making technology integration not just a matter of convenience but a potential pathway to better health.

Patient-doctor relationships remain paramount

While patients are open to technology, the study found they prioritize maintaining a strong, human-centered connection with their health care providers. Participants expressed frustration if technology detracts from their in-person experience. Patients don’t want artificial intelligence or chatbots to substitute for the expertise of doctors and nurses.

“We learned that health care companies should preserve the sanctity of human-centered experiences,” Trull said. “Although each attitudinal segment showed different concerns, all emphasized the patient-to-doctor interaction should always be a top priority.”

In short, patients hope for a balanced approach—where technology enhances, but does not replace, the direct human interactions that make their care personal and supportive.

For health care providers, these findings emphasize a need to adopt a thoughtful approach to integrating technology, ensuring it supports rather than overshadows the personal aspects of care.