The rise of artificial intelligence in healthcare is opening up new ways to deliver care remotely. If you’ve ever felt unsure about new tech changes, you’re in good company. A recent study explored how primary care staff and patients view the role of AI in managing electronic visits (eVisits), shedding light on both its promise and its challenges.
The research involved one-on-one interviews and focus groups with 16 primary care professionals and 37 patients from various practices in northwest England and London. Conversations revealed a mix of cautious optimism and understandable concern. Patients were wary of the idea of AI making independent medical decisions, while staff flagged safety issues. Still, both groups recognised that if AI could reliably handle routine tasks, it might lead to quicker responses for patients and a lighter workload for clinicians.
Some practical applications discussed include:
- Workflow Routing: AI could quickly direct patient requests to the right team member.
- Emergency Direction: Urgent cases might be routed straight to emergency services, with non-critical issues sent to local pharmacies.
- Prioritisation: The system could flag pressing issues for immediate attention.
- Automated Follow-up: AI might prompt for more details when necessary.
- Writing Assistance: Editable templates could help with common health concerns.
- Self-help Resources: Educational material could be shared without clinician input.
- Booking Automation: It could even schedule in-person visits when a physical examination is needed.
These insights are not just academic. They offer clear takeaways for those looking to refine eVisit systems, ensuring that technology supports rather than replaces the essential role of clinical judgement.
