If you’ve ever used an online patient portal to message your doctor in the middle of the night, you won’t be surprised to learn that responding to those messages takes an increasingly big bite out of clinicians’ workdays.
So in recent years, hospitals have begun adopting an AI tool that can draft responses for them. The tool was supposed to make a time-consuming task go more quickly and smoothly, said Philip Barrison, an MD-PhD student at the University of Michigan Medical School who studies AI in healthcare.
Instead, the tool has given doctors and nurses a new to-do list. First, they have to read the AI-generated response and decide if it “is actually something that they think they would say,” Barrison said. Humans are suggestible, and looking at something and deciding whether you would have thought of it on your own is a cognitively complex task.
Even if the message looks correct, the clinician still needs to “edit it to the point where they think it’s acceptable” to send to a patient, Barrison said. The AI tool introduces a totally new set of complicated judgment calls into what used to be a relatively straightforward process. As a result, many clinicians have chosen not to use it at all.
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