Historically, trust between doctors and patients has increased, particularly as care delivery became more advanced and mortality rates declined. But more recently, according to some research, the COVID-19 crisis has been associated with decreased trust in doctors and hospitals, and has threatened public trust in the U.S. health care system.
Many healthcare experts see promise in artificial intelligence and hope that AI will allow providers to reach more patients and improve health outcomes. And, of course, despite some skepticism from providers, AI tools continue to proliferate across the healthcare ecosystem.
But according to recent research on patient attitudes toward AI, providers should think carefully about how they deploy these tools if they want to preserve patient trust.
Earlier this fall, Mark Polyak, president of analytics at IPSOS, and Dr. Lukasz Kowalczyk, physician at Peak Gastroenterology Associates, spoke at a panel discussion at the HIMSS AI in Healthcare Forum which explored patients’ perspectives and attitudes towards AI in healthcare. They’re looking for seamless, personalized healthcare interactions and experiences above all, panel experts said.
We spoke again recently with Polyak and Kowalczyk for a more in-depth, data-driven conversation about what patients want from AI in their own care.
They highlighted new data suggesting frustration with the medical community’s inability to address endemic problems, such as cancer and mental health disparities. But they also highlighted some key areas where AI is gaining favor with patients. (For example, what people like most about generative AI is: 24/7 availability, quick answers, and the ability to ask unlimited questions and get insights personalized.)
Here’s what Polyak and Kowalczyk had to say about the research findings and real-world experience with patients and AI.
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Discussion points:
- AI validation and social proof.
- What do patients think about the use of AI in medical decisions?
- Opportunity as an implementation factor.
- Well-defined use cases and significant impact on populations that need AI most.
- Who are we doing AI for, what do they expect from it and in what context do they want it?
Learn more about this episode:
How responsible AI can improve patient outcomes
With AI, keep patient satisfaction top of mind, says health IT investor
Building Trust in Healthcare AI, Step by Step
Explainer: Thinking about the safe use of AI
HIMSSCast: Where population health benefits from artificial intelligence