By Thomas Davis, DNAP, MAE, CRNA
Social media driven by AI has become the primary source of information for many mainstream Americans. Therefore, it is only logical that frequently patients do AI consulting online regarding medical conditions and go to their medical appointment with pre-conceived ideas about preferred treatment. When the best judgement of the healthcare provider is different from Dr. Google, patients may distrust the trained professional and go with the online recommendations. Those who can’t make up their mind between AI and their primary care physician may seek a second opinion from TikTok or their favorite online influencer. Bridging the gap between evidence-based medicine and online information/misinformation is becoming a challenge for healthcare professionals.
The emergence of AI in all aspects of everyday life including healthcare is no longer the science fiction; rather, it is the reality of today. The topic of artificial intelligence launches a roller coaster ride of high expectations of the land of milk and honey followed by the dread and fear of losing one’s job and income after being replaced by a robot. It is easy to develop a love/hate relationship with AI, especially when it is ever present and popping up in ways that we don’t fully appreciate.
The Journal of American Medical Information Association notes that 19.5% of Americans expect that AI will improve their relationship with their doctor, 19.4% believe that it will increase affordability, and 30.3% expect AI to improve access to care. Clearly, a growing number of patients arrive at the medical appointment with pre-conceived expectations, and they do not want to be disappointed.
Why AI misinformation is difficult to correct
Patients who come with pre-conceived expectations regarding their condition and treatment expect the healthcare provider to validate their plan and write the appropriate prescription. There are several problems that are created when patients trust AI over their doctor;
AI creates an authoritative tone when presenting the information. Just as Chat GPT can write fiction stories, AI can fabricate details, including errors, that are difficult for patients to detect. Regardless, the notion that a vast volume of information has been reviewed, and a decisive answer has been offered, encourages the patient to trust AI, regardless of the validity.
Patients use AI as a second opinion. When AI does not align exactly with the doctor, patients may delay or alter their treatment. They may request additional unnecessary tests or self-treat with flawed plans that may be risky.
Emotional factors. When the doctor does not align with AI, many patients question the doctor’s knowledge or thoroughness which creates resistance to following treatment recommendations.
An article published by The Doctor’s Company addresses the topic of patients arriving for an appointment prepared with the wrong information. They note the growing number of patients who use TikTok and AI to formulate a treatment plan before arriving for the medical visit. Patients looking online for information about their symptoms is not new, however, the vast volume of information available coupled with advice from influencers has taken self-treatment to a new level. The Doctor’s company suggests that rather than dismissing the information obtained online, the provider should acknowledge and support the patient’s interest in their health and continue with a discussion of the symptoms that are present. When online information is incorrect, focus the discussion on evidence-based medicine and encourage the patient to read trusted sources such as the Mayo Clinic or the Cleveland clinic to validate the advice offered by the healthcare professional.
Strategies for Clinicians competing with AI for patient trust
AI is here to stay and an increasing number of patients will arrive with AI generated pre-conceived expectations regarding their symptoms and treatment. Healthcare providers must bridge the gap between online misinformation and evidence-based medicine. Here are some suggestions.
Listen and validate. Rather than acting offended and blowing off AI, listen carefully and learn how and where the patient obtained their information. Acknowledge and compliment their interest in their health and ask them if they researched beyond AI to obtain information. Reinforce that trusted, evidence-based information is available in addition to AI generated material.
Focus on symptoms. Rather than disputing information obtained by the patient, focus on their symptoms that prompted them to go online to seek advice. Move away from discussing AI and give your attention to the patient as if they were describing symptoms to you for the first time.
Make it unique to your patient. AI generates an overview of a disease or condition but does not evaluate the individual patient. Focus on the patient’s unique clinical history, overlapping conditions, and personal preferences. Introduce evidence-based medicine to affirm or modify the information obtained via AI.
Be proactive and resist being defensive. Use your professional training and judgement to discuss the use of technology, including AI. Resist the temptation to empirically dismiss online information, rather, make a personal connection with the patient and establish yourself as a collaborative partner navigating the vast volume of information available and creating an individualized plan for the patient.
Healthcare professionals are trained to implement evidence-based guidelines when recommending treatment for their patients and sometimes must compete with AI generated information as well as advice form influencer “experts”. Rather than disputing pre-conceived ideas, providers who build on AI information, correct misinformation, and connect one on one with patients will bridge the AI gap and provide quality healthcare to their patients.
Tom is an experienced leader, educator, author, and requested speaker. Click here for a video introduction to Tom’s talk topics.