Private medical clinic patients are happy to use AI, but for simple queries for now

As more and more private medical clinics look to adopt AI to improve productivity and efficiency, a new survey shows that patients are happy using AI for simple queries - 36% for sourcing general info such as opening hours, 34% for booking or changing an appointment and 29% for ordering a repeat prescription.

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 private medical clinics are concerned, the survey showed people are happier using AI for simple queries than for more complex or sensitive issues:

- only 19% would be happy using AI to organise travel vaccinations

- only 16% for obtaining test result

- 13% for a medication query

- 13% for an illness-related question

A sceptical 31% said they aren’t happy to use AI for any doctor-related communications.

The survey showed clear generational differences in attitudes though, as a higher proportion of older people said they're not happy using AI for any communications: 39% of Baby Boomers and 34% of Gen X, compared with only 22% of Gen Z.

Commenting on the results, Sarah Roberts (Head of Health and Care) 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 private medical clinics, while progress is being made in customers’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more 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 more 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.

Media enquiries

For media enquiries please contact

✉️ MaryJane.Greenhalgh@moneypenny.co.uk

📞 0333 202 1005