Health systems across the country are exploring blending artificial intelligence into their communication with patients, from billing to after-hours messages about medication or symptoms. But how best to actually talk to patients about the technology and its risks is still an open question.
STAT asked six health system leaders how they are disclosing their use of AI to the patients the technology is supposed to benefit. They said they’re facing a delicate messaging challenge: being transparent without confusing or alarming patients.
“We don’t want to scare patients [into thinking] that there was some autonomous AI that is communicating with them, but we want to ensure that they’re clear that their physician is fully in control of the communication,” said Brent Lamm, chief information officer at UNC Health, which is rolling out an Epic tool using generative AI to help craft MyChart responses beginning in August. Physicians must review messages before they’re dispatched.
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