More than half of Americans think the U.S. healthcare system is fundamentally broken, a new PwC Health Research Institute survey shows, and are looking to technologies, including AI and wearables, to improve care.
A report shows how generational change, rising costs, and new technologies are reshaping expectations for healthcare access and delivery. The data suggests a system under pressure but also on the verge of transformation.
The survey indicates that cost and access remain the most significant barriers, with 58% of respondents saying access to care depends on income or social status, a number that climbs to 71% among uninsured consumers.
Among those without insurance, 53% report an untreated healthcare need due to affordability, compared with 31% of all consumers. Even those with coverage are worried about expenses not covered by insurance, long-term care, deductibles, copays, emergency costs and high premiums.
Generational differences point to where the most profound changes may emerge. Millennials and Gen X – many of whom are caring for both children and aging parents – are looking for technology that can make caregiving easier.
More than two-thirds (68%) said they face barriers when trying to access healthcare, compared with 55% of all consumers, and 61% worry about affording care if they lose their job or insurance.
AI finds favor
Interest in AI is strong: 71% are using or interested in AI-assisted diagnostic tools that are reviewed by physicians, and 73% are open to AI-powered navigation systems that help them find the right provider, both notably higher than average.
Gen Z is starting to define what healthcare looks like for digital natives. Only 57% say they trust primary care physicians, compared with 85% of Baby Boomers. About 36% of Gen Z and Millennial respondents trust technology or retail companies to provide healthcare, compared with 21% among older generations.
Nearly eight in 10 Gen Z respondents use digital health tools such as wearables, telehealth platforms and online prescription services each month, and roughly 20% rely on insights from AI or digital tools to guide their care decisions.
Provider burnout is also evident in the data. Sixty-nine percent of patients said their healthcare professionals appeared rushed or pressed for time, 61% described them as distracted, and 59% said they seemed burned out or exhausted.
Signs of optimism
Despite the frustrations, the study uncovered signs of optimism. Forty-four percent of respondents believe U.S. healthcare will improve by 2035, citing advances in medical technology, early detection and prevention, AI, personalized treatment, and expanded access to virtual care as reasons for hope.
PwC’s report also identified four priorities for healthcare leaders as they navigate shifting consumer expectations:
First, providers should unhook growth from physical facilities. Consumers are moving toward virtual, at-home and retail care, making scalable digital platforms more important than square footage.
Second, building a connected ecosystem is essential. Only 26% of consumers say it’s easy to access their records across systems. Providers should invest in interoperability, open APIs and unified platforms that enable secure data sharing.
Third, organizations should focus on high-need markets such as caregivers, chronic patients and multigenerational families. These groups value AI-enabled navigation tools, smart health devices and affordable digital options.
Finally, the report suggests leaders democratize access. Income gaps persist in the use of virtual and digital care, and expanding affordability and trust will be key to reaching underserved populations.
Nathan Eddy is a healthcare and technology freelancer based in Berlin.
Email the writer: nathaneddy@gmail.com
Healthcare IT News is a HIMSS Media publication.
