AI now responds to patient queries in MyChart

AI-assisted patient communication: Healthcare providers across the United States are adopting an AI tool within MyChart, a popular patient portal, to streamline responses to patient inquiries.

• Approximately 15,000 doctors and assistants from 150 healthcare systems in the US are utilizing this AI-powered feature to compose messages to patients.
• The AI tool, which uses GPT-4 technology (a version compliant with medical privacy laws), generates pre-written responses based on the patient’s question, medical records, and medication list.
• Medical professionals have the option to accept, edit, or discard the AI-generated messages before sending them to patients.

Disclosure and patient awareness: The use of AI in composing patient messages raises questions about transparency and informed consent.

• By default, MyChart does not inform patients that an AI system has drafted the message they receive.
• Some healthcare providers are proactively asking patients for permission to use the AI tool, while certain healthcare systems have implemented automatic disclosures for AI-generated messages.
• The lack of mandatory disclosure highlights the need for clear guidelines on AI use in healthcare communication.

Potential benefits and efficiency: The integration of AI in patient communication aims to improve responsiveness and reduce workload for healthcare providers.

• The AI tool allows doctors to edit and approve messages quickly, potentially enabling them to assist patients more promptly.
• This system is particularly useful for handling administrative queries, such as appointment scheduling or rescheduling requests.
• By streamlining routine communications, healthcare providers may have more time to focus on complex patient care issues.

Addressing concerns and safeguards: While the AI tool offers potential benefits, it also raises important questions about accuracy and patient safety.

• There are concerns about the possibility of AI hallucinations or errors being inadvertently approved by busy healthcare providers.
• Epic, the company behind MyChart, reports that less than one-third of AI-written messages are sent without any editing, suggesting that healthcare providers are actively reviewing and modifying the content.
• The tool is primarily recommended for administrative questions rather than complex medical inquiries, which helps mitigate risks associated with AI-generated medical advice.

AI in healthcare: A broader context: The implementation of AI in patient communication reflects a growing trend of AI integration in various aspects of healthcare.

• AI systems have demonstrated impressive performance in medical school exams and have proven useful in assisting doctors with various tasks.
• The adoption of AI in patient portals like MyChart represents a significant step towards incorporating AI into everyday healthcare operations.
• This development aligns with broader efforts to leverage AI to improve healthcare efficiency and accessibility, while also raising important questions about the balance between technological advancement and human oversight in medical practice.

Looking ahead: Implications and considerations: The integration of AI in patient communication through platforms like MyChart marks a significant shift in healthcare practices, necessitating careful evaluation and ongoing refinement.

• As AI continues to play a larger role in healthcare communication, it will be crucial to establish clear guidelines for its use, including standardized disclosure practices and protocols for human oversight.
• The healthcare industry will need to navigate the delicate balance between leveraging AI to improve efficiency and maintaining the personal touch and accountability that are fundamental to patient care.
• Ongoing monitoring and research will be essential to assess the long-term impacts of AI-assisted communication on patient satisfaction, health outcomes, and the overall quality of healthcare delivery.