Patient Perspectives on AI-Supported Communication in Health Care

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Patient acceptance of AI-assisted health care communication varies by use context, perceived risks, and individual characteristics, including age, race and ethnicity, education, gender, and income.
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Patients may value faster responses and reduced clinician workload, but concerns include privacy, reliability, formulaic messages, and diminished human connection.
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Survey respondents were more comfortable with AI handling routine tasks under human oversight than with AI reviewing insurance claims, even when oversight was present.
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Patient trust depends substantially on meaningful clinician review, which can signal that a clinician understands the patient’s history and assumes accountability for the response.
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Patients in a study of AI-drafted portal messages consistently wanted AI use disclosed, while expectations for human involvement varied with the communication’s stakes and context.

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