Technology is becoming a normal part of everyday health care. Many people already book appointments online, access test results digitally or manage prescriptions through apps and online services. Artificial intelligence is also starting to appear in discussions about the future of the NHS, promising to support diagnosis, streamline services and improve efficiency.
But how comfortable are people with these changes?
A recent analysis from The Health Foundation explores this question in detail. Using data from the Health Tech Tracker, a large survey of around 8,000 members of the public and more than 2,000 NHS staff, the study examines attitudes to both digital technology and AI in health care.
The results show a generally positive view of technology, but also highlight caution and a clear demand for safety, transparency and human oversight.
People Are Comfortable With Digital Health Tools
One of the clearest findings from the research is that the public is broadly comfortable with digital technology when it makes health services easier to use.
Around 55% of the public say technology improves the quality of health care, while only a small minority believe it makes care worse. NHS staff are even more positive, with around 60% saying technology improves care.
Digital services that simplify everyday interactions are particularly popular. Many people said they would be happy to use the NHS App for tasks such as:
booking hospital appointments
choosing where to receive treatment
accessing information about procedures
In fact, around three quarters of respondents said they would be willing to use the NHS App for these kinds of services. These types of tools are widely seen as practical improvements that reduce administrative barriers and make the NHS easier to navigate.
Staff Are More Positive About Artificial Intelligence
When the discussion moves from general digital tools to artificial intelligence, attitudes become more varied.
Among NHS staff there is strong support for the use of AI. The survey found that around 80% of NHS staff support using AI to assist with tasks such as analysing scans or supporting clinical decisions.
For clinicians facing heavy workloads and staff shortages, technologies that can support diagnosis or reduce administrative work are seen as potentially valuable. In many cases, AI is viewed as something that could assist professionals rather than replace them.
The Public Is More Cautious About AI
Public opinion about AI is more mixed. While many people recognise that AI could have benefits, there is also significant uncertainty.
Only 38% of the public believe AI will improve the quality of health care, while 19% think it could make care worse. The remainder are unsure.
Concerns often centre on safety, reliability and the potential loss of human judgement in medical decisions. Health care involves complex and sensitive situations, so it is not surprising that many people want reassurance before AI tools become widespread.
This caution is also reflected when people are asked about specific AI services. For example, the study explored attitudes to a proposed AI advice feature within the NHS App, sometimes described as a “doctor in your pocket”.
The results were mixed. About 49% of the public said they would be willing to use this feature, while 32% said they would not use it at all.
People Want Human Oversight
One of the strongest messages from the research is that people want technology to support clinicians rather than replace them.
Around 70% of respondents said AI generated outputs should be checked by a human professional, even if this means slower results. Safety and oversight were consistently prioritised over speed or convenience.
Similarly, around 72% of people supported stronger regulation and evidence requirements for AI tools, even if this delayed their introduction.
These findings highlight that trust will depend on clear governance, strong testing and transparency about how AI systems are used.
Attitudes Differ Across Groups
The research also found differences in attitudes between demographic groups. Women, younger adults aged 16 to 24 and people from lower income households tended to be more cautious about AI in health care.
For example, among households where the main earner is unemployed or in casual work, only around 35% said they would use the AI “doctor in your pocket” feature, while a similar proportion said they would avoid it.
These differences highlight the importance of digital inclusion. If new technologies are introduced without considering accessibility and trust, they could risk widening existing inequalities in health care.
A Future Built on Trust
Overall, the research paints a nuanced picture. The public is largely supportive of digital technology that makes health services easier to access and manage. However, artificial intelligence raises more complex questions.
People want reassurance that these tools are safe, well regulated and used alongside human expertise.
For the NHS, this means the challenge is not just about developing new technology. It is about building trust, communicating clearly and ensuring that digital innovation benefits everyone.
If those conditions are met, AI and digital tools could play an important role in shaping a more efficient and responsive health service.
