As trust in healthcare erodes, Americans look to AI for help

By HPN Staff

More than 40 million people worldwide turn to ChatGPT each day for help navigating the health care system. That accounts for roughly 5 percent of all messages sent on the platform, Axios reported, citing data from OpenAI.

OpenAI outlined those trends in a January report examining how people use the tool to understand insurance, costs and other aspects of care. The report shows that users rely on ChatGPT to interpret coverage rules, clarify billing statements and plan next steps before or after interacting with providers.

The company emphasizes that ChatGPT does not replace doctors or provide clinical care. OpenAI positions the tool as a support resource that helps users better understand health care information and options, rather than a substitute for professional treatment.

Why it matters

Americans’ confidence in the U.S. health care system has fallen sharply. Gallup reports that views of the system have dropped to a 24-year low, with about 70 percent saying health care has “major problems” or is “in a state of crisis.” Rising costs, limited access and administrative complexity are cited as key drivers of dissatisfaction.

OpenAI’s report shows that these frustrations translate into significant AI usage. U.S. users send roughly 2 million messages each week focused solely on health insurance. Those messages commonly involve plan comparisons, coverage questions, billing disputes and out-of-pocket costs, according to the report.

Rural areas account for a large share of AI healthcare navigation activity. OpenAI found that users in those regions send nearly 600,000 health care-related messages each week. Although rural hospitals make up about one-third of all community hospitals, fewer than 10 percent of U.S. physicians practice in these areas, leaving many residents with limited access to care and reliable information.

The big picture

ChatGPT presents itself as an “ally” for users navigating a complex health care landscape, but the platform’s expanding role has drawn scrutiny. Lawmakers and regulators have raised concerns about the use of AI tools for mental health guidance and therapeutic advice. Several states have enacted laws that restrict or ban tools like ChatGPT from providing mental health support, citing concerns about accuracy, oversight and patient safety.

OpenAI emphasizes that ChatGPT is intended to help users navigate the healthcare system, not provide medical advice, diagnoses or treatment. As use of AI for healthcare navigation grows, the tool remains informational and users must rely on licensed professionals for decisions about coverage, care and medical treatment, experts say.