As Americans increasingly turn to AI for health advice, U.S. health systems are deploying their own branded chatbots. These systems aim to capture patient interest and guide them to hospital services, while also presenting a 'safer' alternative to public AI tools. Executives frame these chatbots as convenient and digitally equitable.
However, the trend sparks significant concerns within the complex U.S. healthcare landscape. Experts question the readiness of these chatbots, the adequacy of monitoring, potential liabilities, and whether they truly address underlying patient care issues. Crucially, there is currently no robust evidence base demonstrating that integrating chatbots improves patient outcomes.
The United States faces persistent healthcare challenges, including lower life expectancy and higher rates of chronic conditions compared to other high-income nations. A significant portion of Americans lack primary care access. In this environment, readily available AI chatbots are attracting millions seeking quick answers, with many uploading personal medical information. A notable percentage cite cost or lack of provider access as reasons for using AI, often foregoing follow-up with a doctor.
Studies highlight critical risks. While large language models can identify medical conditions with high accuracy in controlled settings, their performance significantly degrades with real-world user prompts. Concerns also exist regarding the potential for AI to disseminate misinformation, as demonstrated by an instance where an AI discussed a fabricated skin condition.
Despite these risks, health systems are moving forward. Hartford HealthCare, in partnership with K Health, is rolling out its PatientGPT. Initial testing showed improvements in reducing failure rates in high-risk scenarios, though real-world implications remain uncertain. PatientGPT offers modes for general questions or medical intake, guiding patients toward next steps like appointments or urgent care.
Epic, a major electronic health records provider, is also introducing its AI assistant, Emmie. Integrated into patient portals like MyChart, Emmie aims to help patients prepare for appointments, understand results, and answer follow-up questions. However, it explicitly states it does not provide personalized medical advice or replace physician judgment. Emmie is currently in limited release, with users providing feedback.