Health and personal care patients happy to use AI, but for simple queries for now

As more and more health and personal care companies such as physiotherapy clinics and dentists look to adopt AI to improve productivity and efficiency, a new survey shows that patients are happy using AI for simple queries - 41% for general info such as opening hours and 31% for booking or changing an appointment.

The survey of 2,000 UK consumers was commissioned by Moneypenny, the leading customer conversation company, to find out how receptive people are to using AI when contacting different types of businesses.

Where health and personal care companies are concerned, the survey showed consumers are happier using AI for simple queries than for more complex or sensitive issues, as only 18% would be happy using AI for a treatment query and 17% for settling a bill.

A sceptical 31% said they aren’t happy to use AI for any comms.

The survey showed clear generational differences in attitudes though, with younger patients happier using AI for treatment queries: 23% of both Gen Z and Millennials, compared with only 11% of Baby Boomers.

Similarly, a higher proportion of older generations said they're not happy using AI for any comms: 42% of Baby Boomers and the Silent Gen, compared with only 20% of Gen Z.

Commenting on the results, Sarah Roberts (Head of medical sector) for Moneypenny said: “As more and more businesses start adopting AI to improve productivity and efficiency, it’s not a case of one size fits all, and with health and personal care businesses, while progress is being made in patients’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more sensitive or complex conversations. The best customer experiences will be achieved by blending both tech and human communications seamlessly, with AI handling simple queries quickly and efficiently, but deferring consumers to a real person for sensitive issues.”

Notes to editors: Survey commissioned through Censuswide from 8-10 June 2026 among 2,000 nationally representative UK consumers.

Moneypenny is the leading customer conversations partner to businesses across the UK and US, blending exceptional people with proprietary AI technology to deliver trusted caller experiences at scale. With an award-winning culture and more than 25 years’ experience handling over 180 million conversations, Moneypenny understands where automation adds value and when only a real person will deliver the empathy, judgement and trust that define reputation.

Supporting tens of thousands of clients around the clock and managing more than 40,000 conversations every day, Moneypenny goes beyond answering to fulfil caller needs, ensuring every customer contact is handled brilliantly - helping organisations respond consistently, protect their customer relationships and grow with confidence.

Founded in 2000 in Wrexham, North Wales, Moneypenny has grown from small start-up into a transatlantic team of over 1,000 colleagues across the UK and US.

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