Rethinking Patient Intake: The Case for AI in Healthcare Interactions

Navigating Modern Healthcare: A Case for AI in Patient Interactions

As I sat alone in the waiting room of an internal medicine specialty clinic, waiting for an appointment related to my blood pressure, I reflected on the current landscape of patient care. The day before, I’d diligently completed the online registration, providing all the necessary demographic, medical, and medication information. But my experience at the clinic was far from seamless.

Upon arrival, I was directed to check in at a kiosk, reminiscent of the efficient and straightforward process one encounters at an airport. However, unlike the airport, there was no friendly staff member nearby to assist. After the kiosk, I was called to the front desk, where the receptionist confirmed my name, date of birth, and insurance information—yet again—before sending me to an adjacent room to wait.

When my name was called, I found myself in an awkward situation. The medical assistant, whom I later referred to as "Sandy," stood before me, mispronouncing my name and looking at me blankly when I corrected her. The absence of a name tag left me unsure of her role. I was there for a simple procedure: to have a 24-hour blood pressure monitor placed on my arm—not an intensive intake process.

The Intimidating Intake

Sandy directed me to stand on a scale before unceremoniously pointing to a bench for me to sit. The lack of a courteous "please" made me feel more like a dog being commanded than a patient seeking care. My frustrations mounted as I realized that, even in a specialty clinic dedicated to blood pressure, the automated sphygmomanometer used to measure my readings lacked proper guidance on how to assume the optimal position for an accurate measurement.

The subsequent questions only deepened my sense of disconnection. Sandy asked about falls in the past year and if I had experienced feelings of worthlessness or depression. While I answered truthfully, I couldn’t help but feel that her detached demeanor would have made it impossible for someone genuinely struggling to open up.

A Call for Change

As I waited for the nurse practitioner, I began to contemplate how much I would have preferred a purely digital interaction. The check-in and intake process at medical appointments should evolve to mirror the ease of self-service at airports and grocery stores. Imagine an AI-powered kiosk equipped with a chatbot that could:

1. Collect information: Patients could self-scan necessary identification and insurance cards while completing required information in privacy.

2. Guide vital sign measurements: The chatbot would instruct patients on proper positioning when taking measurements, ensuring more accurate data for healthcare providers.

3. Personalize screening questions: Without a human present, sensitive topics like mental health could be addressed more thoughtfully, allowing for self-reflection rather than awkward interactions with a stranger.

4. Provide relevant information: The interaction could include FAQs about the upcoming visit or specific procedures, ensuring patients feel informed and supported.

Embracing AI in Healthcare

Two-and-a-half years ago, I retired from clinical medicine to focus on bioethics. My research has highlighted the need for humane, ethical interactions in the healthcare system. Initially skeptical of replacing humans with AI, particularly in sensitive areas, my experience with Sandy transformed my perspective.

Yes, the presence of a human is essential in many aspects of healthcare, but there are clear benefits to employing AI for standardized, straightforward tasks like intake forms and preliminary health assessments. Algorithms can efficiently gather data without the emotional baggage that sometimes complicates human interactions.

While Sandy may have been having a bad day or lacking proper training, it’s evident that a chatbot could have provided a neutral, efficient alternative. The inevitability of AI in clinical settings means that we must harness it wisely to improve patient experiences.

Conclusion

As I reflect on my visit to the clinic, I realize that modern healthcare must embrace technology to improve interactions. By leveraging AI, we can create a system that prioritizes empathy, understanding, and efficiency, ultimately enhancing patient care and satisfaction.

Risa Jampel, M.D. is a board-certified dermatologist with a master’s in bioethics, involved in projects related to AI and ethics at the National Cancer Institute, Harvard Medical School Center for Bioethics, and Johns Hopkins University.