Artificial Intelligence (AI) is revolutionizing the healthcare industry, with many patients showing a preference for AI-generated messages over those drafted by human clinicians. A recent survey conducted by Duke Health revealed that patients were more satisfied with responses written by AI, even though their preference slightly decreased when informed that AI was involved in the process.
Published in JAMA Network Open on March 11, the study aimed to understand how patients perceive communication from AI compared to human clinicians. Despite the preference for AI-generated messages, patients expressed high overall satisfaction with both AI and human responses. This suggests that disclosing the use of AI does not significantly impact patients’ confidence in the message.
Dr. Anand Chowdhury, the senior author of the study and an assistant professor at Duke University School of Medicine, highlighted the importance of transparency in using AI technology in healthcare communication. The study involved sending surveys to members of the Duke University Health System patient advisory committee, receiving responses from over 1,400 individuals.
The surveys focused on different clinical scenarios, ranging from routine medication refill requests to potential cancer diagnoses. Responses were provided by a team of physicians and generated by ChatGPT, with minimal changes made by the study physicians for accuracy. Participants were asked to rate their satisfaction, usefulness of information, and feelings of care based on the responses they received.
Overall, patients preferred AI-drafted messages, which were perceived as more detailed and empathetic than human responses. However, when participants were told that AI was involved in drafting the message, satisfaction levels slightly decreased. Despite this slight decrease, patients were still more satisfied with messages when they were not informed about AI’s involvement.
The findings of this study have significant implications for healthcare communication, especially in the context of increasing patient-clinician electronic interactions. By using AI technology to assist clinicians in communication, healthcare systems can potentially reduce burnout among healthcare providers while maintaining patient satisfaction. The study authors, including Dr. Chowdhury and Dr. Joanna S. Cavalier, emphasize the importance of utilizing AI tools in healthcare communication while ensuring transparency with patients.
In conclusion, the integration of AI in healthcare communication has the potential to enhance patient care and improve clinician efficiency. By understanding patient preferences and perceptions of AI-generated messages, healthcare providers can leverage technology to optimize patient interactions while maintaining high levels of satisfaction and care. This study sheds light on the evolving landscape of healthcare communication and the role of AI in shaping the future of patient-clinician interactions.
