Study shows AI-generated responses outperform human doctors in empathy but raise readability concerns
- Superior Empathy: AI-generated responses rated higher in empathy compared to those written by human doctors.
- Complex Language: AI responses were more linguistically complex and less readable, posing potential issues for patients with lower literacy.
- Potential for Workload Reduction: Generative AI could help reduce the burden on healthcare professionals by drafting high-quality responses to patient messages.
A recent study highlights the growing role of generative artificial intelligence (GenAI) in healthcare, showcasing its potential to enhance communication between patients and healthcare professionals (HCPs). Conducted with 16 primary care physicians, the research explored the quality of responses generated by GPT-4, an advanced AI model, compared to those drafted by human doctors.
Superior Empathy
One of the standout findings was that AI-generated responses were rated significantly higher in empathy than those written by physicians. The AI responses were not only longer but also used more complex and positive language, which contributed to their perceived empathy. This suggests that AI has the potential to foster more compassionate and supportive patient interactions, an essential aspect of healthcare that can improve patient satisfaction and trust.
Complex Language
However, the study also revealed a critical drawback: the AI responses were more linguistically complex and less readable than those written by HCPs. This complexity could pose significant challenges for patients with lower health literacy or those who are not proficient in English. While the AI’s advanced language skills might appeal to some patients, it is essential to ensure that communications remain accessible to all, to avoid creating barriers to understanding vital health information.
Potential for Workload Reduction
The implementation of GenAI in drafting responses to patient messages could significantly reduce the workload of HCPs, particularly primary care physicians who are often overwhelmed with electronic health record (EHR) management. The study suggests that AI could streamline workflows by automating the creation of high-quality draft responses, allowing doctors to focus more on direct patient care and less on administrative tasks.
Study Implications
The implications of this study are far-reaching. On the one hand, AI’s ability to produce empathetic and professional responses could revolutionize patient-HCP communication, enhancing the overall patient experience. On the other hand, the complexity of AI-generated language needs to be addressed to ensure it is accessible to all patients.
Moreover, the study’s findings highlight the importance of balancing technological advancements with practical usability. Future research should focus on optimizing AI-generated content for readability, understanding patient perceptions of AI responses, and quantifying the efficiency gains for healthcare professionals.
As the integration of AI in healthcare continues to evolve, this study underscores the potential benefits and challenges of using generative AI to assist with patient communication. By addressing readability issues and further refining the technology, AI could play a crucial role in enhancing the quality of healthcare interactions, ultimately leading to better patient outcomes and reduced burden on healthcare professionals.
