New independent research by health technology consultancy, nuom, has found that while the UK public is ‘largely open to innovative uses of technology’ in healthcare, ‘trust drops significantly when AI is involved in more personal aspects of care’.
The survey of 2,000 UK adults, conducted in February, found that:
- 67% of respondents are happy for technology to be used more widely in healthcare ‘if it frees up professionals to treat those who need it most’.
- Half are comfortable with AI being used for managing appointments, but only 29% would trust it to provide basic health advice.
- Just 15% would trust AI to assist with mental health support through wellbeing tools and apps.
nuom said: “The growing acceptance of the use of technology in healthcare could be linked to the growing popularity of wearable devices and apps. The research found that more than two-thirds believe they can help people take responsibility for their health and wellness.
However, the results show a change in sentiment when respondents were asked about AI. While over half (53%) believe it could help relieve pressure on the UK health system, 61% feel there is not enough evidence yet to determine if AI in healthcare is trustworthy or reliable, and only 29% would trust AI to provide basic health advice.”
Sentiments were split when it came to confidence levels towards even administrative tasks, with only half of respondents feeling comfortable with AI booking and managing medical appointments.
nuom’s research also suggests that trust in AI’s ability to provide personalised remains low. When asked about which healthcare activities they would trust AI to do, only 19% of respondents said they would feel confident relying on AI to deliver personalised health advice based on their medical history. Meanwhile, just 14% said they would trust AI to replace a doctor’s appointment for minor health issues through tools like chatbots.
Martin Sandhu, managing partner at nuom (pictured), said: “People are becoming increasingly engaged in the maintenance of their own health, with technology like wearables and apps now part of everyday life. There’s a growing recognition that these tools can help individuals manage their wellbeing, while also easing pressure on healthcare services. Yet, when it comes to AI, that same openness hasn’t fully taken hold – trust remains a major hurdle.
“The truth is, AI has a bit of a PR problem. To many, it still suggests images of impersonal robots, overly complex systems, or sci-fi hype. However, it’s not about replacing human care; it’s about enhancing it. Whether it’s managing appointments or supporting personalised health advice, AI can play a major role in making healthcare more efficient and accessible. The challenge? Without clear communication, these benefits often get lost in the noise.”
