June 19, 2023
3 min read
Are you tired of reading yet another article on LinkedIn warning about the dangers of AI? Then please read on as this article is a refreshing change just for you.
As someone with a background in Pharma, I have always been interested in how data can help us make informed decisions in healthcare. It’s true to say that I had never imagined that I would find myself working in an Artificial Intelligence (AI) company yet exploring the potential of conversational AI to reveal hidden human insights has been an exciting diversion in my career.
Over the past six months, I have been fortunate enough to be a part of a team that is pushing the boundaries of what is possible with AI and I’d like to share some of my key learnings.
In recent years, the rise of remote consultations has changed the way doctors and patients interact with each other. With the help of conversational AI tools health care professionals are able to provide remote consultations to patients from the comfort of their homes, clinics or surgeries. These tools use natural language processing (NLP) and machine learning algorithms to help doctors communicate with patients more effectively, providing them with relevant health information, and facilitating better patient outcomes.
One of the most interesting things I have learnt working in this field is how emotional connection is key to successful interactions in healthcare. In Pharma, we often talk about the importance of building relationships with our customers and key stakeholders but the role of emotional connection in healthcare is even more critical. In my previous experience, I saw first hand how important it is to connect with patients on an emotional level. When people are facing health challenges, they need more than just facts and figures – they need support, understanding, and a sense of hope.
There are several studies that support this. Theyshow that emotional connection is an important factor in patient satisfaction and loyalty, even more than clinical outcomes or convenience1, 2.Patients who feel emotionally connected to their healthcare providers are more likely to comply to treatment plans, share important health information with the healthcare professional and recommend their providers to others.
If we bear that in mind, it is no surprise that in a publication looking at written complaints in England from April 2020 – March 2021, the largest proportion of complaints received by individual subject area (including Clinical Treatment) in Hospital and Community Health Services was Communications. In Primary Care, common causes for complaint are Communications and Staff Attitude/behaviour/values3.
With Conversational AI, we can add tremendous value as it has the potential to address the levels of complaints by helping staff to develop empathetic and supportive interactions. We can create experiences that are more human-like and emotionally resonant, helping to build trust and engagement with patients.
Last week I had the opportunity to put this into practice. I was working with some foundation doctors in the East of England in a learning session where we were using Conversational AI to objectively measure the quality of communication skills in a simulated scenario. We will be using the analysis to develop a personalised training programme to help develop communication skills and improve patient interactions as a result. The analysis will be conducted once again and the improvements measured. Using the technology in this way is an example of improving the overall patient experience. This is an excellent example of where AI is not taking our jobs, it’s making us better at them.
If you would like to know more about the use of Conversational AI in Healthcare then please Contact Us.
- Derksen, F., Bensing, J. and Lagro-Janssen, A. 2013. Effectiveness of empathy in general practice: a systematic review. The British journal of general practice: the journal of the Royal College of General Practitioners. 63(606), pp.e76-84.
- Oyur Celik, G. 2017. The relationship between patient satisfaction and emotional intelligence skills of nurses working in surgical clinics. Patient preference and adherence. 11, pp.1363–1368.
- Data on written complaints in the NHS, 2020-21. NDRS. [Online]. [Accessed 2 May 2023]. Available from: https://digital.nhs.uk/data-and-information/publications/statistical/data-on-written-complaints-in-the-nhs/2020-21.