4 minutes
For several years, digital technology has been progressively transforming the healthcare system. Online appointment booking, teleconsultation, secure messaging, shared medical records, mobile applications, medical assistants based on artificial intelligence: digital tools are now present at almost every stage of the care pathway.
Yet, a preconceived notion persists: patients, particularly older ones, are said to be reluctant to use these new tools.
The available data tells a much more nuanced story. The challenge is no longer really about whether patients accept digital technology, but under what conditions they accept it.
An adoption now well established
The digital transformation of healthcare is no longer just a prospect: it is now part of the daily lives of millions of French people.
Online appointment booking has become common practice. According to the 2025 Digital Barometer, 67% of French people booked a medical appointment online over the past twelve months, illustrating the now central role of technology in the organisation of care. (1)
At the same time, teleconsultation has firmly established itself in the French landscape. More than 15 million teleconsultations were carried out in 2025. They now represent around 2 to 5% of medical consultations, with significant variations depending on the specialty: around 2% in general medicine, but up to 6–7% for some specialists such as psychiatrists or endocrinologists. (2)
The first digital medical assistants based on artificial intelligence are also starting to appear in patient care pathways. They support healthcare professionals before, during or after consultations to reduce certain administrative tasks, prepare consultations or improve medical documentation.
👉 The main challenge is therefore no longer about convincing patients to use digital tools, but rather offering them solutions that are genuinely useful, simple and integrated into their care pathway.
Age is no longer the main barrier
One of the most widespread ideas is that elderly patients reject digital tools.
Recent research shows a more nuanced reality.
According to the Digital Health Barometer, a majority of people aged 65 and over now use at least one digital healthcare service, whether it is booking an appointment online, a teleconsultation or a digital personal health record. (1)
More broadly, literature shows that acceptance depends more on:
the simplicity of the tool;
its perceived usefulness;
the support provided;
and the level of trust in data protection,
rather than on age itself.
Work on digital health literacy also shows that elderly patients can easily adopt a digital tool when it meets a concrete need and when its use remains intuitive. (3)
👉 Age remains one factor among others, but it no longer on its own explains the acceptance or rejection of digital health tools.
Patients use digital tools when they find a benefit in doing so
Studies on patient experience show that the acceptance of a digital tool mainly depends on a simple question:
How does this help me?
When a patient understands that a tool allows them to:
save time;
avoid an unnecessary trip;
better prepare for their consultation;
facilitate communication with their doctor;
or improve their follow-up,
their acceptance increases significantly.
Conversely, a tool perceived as complex, redundant, or without concrete benefit will quickly be abandoned, regardless of the technology used.
Health literacy remains an important issue
Not all patients have the same capacity to understand or use medical information.
This capacity is called health literacy.
The results of the Aldebaran Barometer, however, show a reassuring reality.
87.7% of patients report being comfortable enough to complete a digital medical questionnaire.
Only 3.6% report not being comfortable at all with this type of tool. Among these patients, there are indeed more difficulties in completing a questionnaire.
On the other hand, no significant difference is observed between other levels of health literacy.
These results suggest that pre-consultation assistants remains accessible to 96.4% of patients, including those with intermediate literacy.
Do patients accept pre-consultation medical assistants?
Pre-consultation is a prime example of this evolution.
For a long time, it was often assumed that patients would not take the time to answer a medical questionnaire before their appointment.
However, field experience shows a different reality.
According to Aldebaran data, covering more than 300,000 pre-consultations, over 85% of patients agree to prepare for their consultation when offered a pre-consultation medical assistant.
This high level of engagement is likely explained by an easily perceived benefit: the patient understands that the information provided will allow the doctor to better prepare for the consultation and dedicate more time to clinical discussion.
Conditions for good acceptance
The acceptance of digital tools therefore does not depend solely on technology.
It is based on several simple principles:
easy and intuitive use;
a benefit clearly explained to the patient;
a concrete benefit during the care pathway;
protection of health data;
and the possibility of being supported when necessary.
Digital technology must not replace the human relationship. It must facilitate it.
Limitations still exist
Despite this growing adoption, digital health tools are not suitable for every situation.
Some patients remain distanced from digital technology due to:
a low level of digital literacy;
low health literacy;
a disability or a situation of dependency;
a lack of equipment or internet access;
or simply a preference for in-person interactions.
These situations affect all digital health tools: online appointment booking, teleconsultation, AI-based medical assistants, digital health spaces, or mobile applications.
👉 Digital technology must therefore not systematically replace traditional pathways, but offer an additional option when it genuinely improves the quality of care.
Conclusion
The question is probably no longer whether patients will accept digital health tools. The data shows that a vast majority are already using them or are ready to use them when they bring a concrete benefit.
The real challenge now lies in designing simple, useful, secure tools that are genuinely integrated into the care pathway.
In this perspective, digital medical assistants, smart medical questionnaires or pre-consultation tools do not replace healthcare professionals. They help to better prepare consultations, improve the patient experience and give medical time back to caregivers.
(1) ARCEP, Arcom, CGE & ANCT. Digital Barometer 2025. 2025.
(2) French National Health Insurance. Assises de la télémédecine 2025-2026 (Telemedicine Conference 2025-2026) and Annual Report 2025.
(3) World Health Organization (WHO). Health literacy development for the prevention and control of noncommunicable diseases. 2022.
