人工智能 (AI) 在医疗保健中的应用正在迅速发展，它有望彻底改变医疗保健体验，并增强人与人之间的联系。通过优化流程、简化运营、辅助诊断、定制治疗计划和个性化护理，AI 有可能提高效率、降低成本并改善患者体验。然而，在医疗保健领域应用 AI 也存在一些风险，包括透明度、偏差和聊天机器人幻觉。重要的是，要以负责任和同理心的方式使用 AI，以确保它能够增强人类联系，而不是取代人类联系。

❤️‍🩹 **人工智能增强医疗保健体验**：AI 可以通过自动化日常任务并提供更深入的见解，来提高效率、降低成本并改善患者体验。例如，AI 可以用于优化预约安排、处理账单和其他行政工作，从而让医疗保健专业人员有更多时间与患者建立有意义的联系。 此外，AI 可以提供来自患者和临床团队的实时见解，这些见解是传统调查或反馈系统无法提供的。以人为本的 AI 解决方案可以与道德框架相结合，确保技术与社会价值观保持一致，从而提供富有同情心的反馈、相关的指导和对一线团队、领导者和临床医生的最佳行动建议。

🧠 **构建以人为本的 AI 解决方案**：AI 只有在输入的数据准确可靠的情况下才能发挥其作用。新的 AI 解决方案可以捕获通常会丢失的非结构化数据，例如评论、自由文本和视频或音频剪辑，并生成叙述性摘要或节省时间的问答，从而为医疗保健专业人员提供实时的同理心反馈和有价值的见解。 此外，以医疗保健为中心的 AI 工具应承认并解决偏差、不平等和误导性信息，无论是在设计方式还是使用方式中。数据整理、事实性护栏和治理标准必须在模型构建期间嵌入到 AI 引擎中，然后在生成大型语言模型 (LLM) 响应时进行检查。这将有助于确保准确性，并进一步赢得患者和护理团队的信任。

⚠️ **AI 在医疗保健中的潜在陷阱**：对于患者、消费者和医疗保健专业人员来说，他们对 AI 的理解仍然存在困惑，包括其益处、风险和随着使用量的增加而不断出现的伦理问题。对 AI 的健康怀疑态度当然是合理的，因为在将技术整合到医疗保健体验中时，我们必须格外谨慎。需要关注三个主要问题： - **透明度**：AI 系统通过处理海量数据来运作，其中通常包括医疗记录、受保护的健康信息、诊断图像等。这可能会给确保敏感健康信息的去识别和长期安全存储带来挑战。随着 AI 的普及，通过明确传达对道德 AI 实践的承诺来建立信任将变得越来越重要。 - **偏差**：在 AI 的道德使用中，另一个需要谨慎的领域是数据、算法、输出和解释中的有意识和无意识偏差。为了进一步赢得信任并避免偏差，让 AI 引擎的 UX 分享源材料并要求用户验证信息是有帮助的。 - **聊天机器人幻觉**：像 ChatGPT 这样的生成式 AI 工具经过训练，可以根据海量数据集预测词语串。它们可能缺乏推理能力，对事实不一致或误导性陈述也不敏感。输出通常来自 AI 模型固有的偏差和缺乏现实世界的理解，这在医疗保健用例中尤其令人担忧。

🚀 **同理心 AI 的未来**：虽然 AI 并非没有风险，但以人为本的数据为中心的 AI 提供了洞察力，使医疗系统能够照亮和改善对患者、一线团队和社区最重要的内容，最终提升和改善整个医疗保健领域的 人际关系。 AI 在医疗保健中的未来有望持续增长和创新，您可能想知道“接下来会发生什么？” - 医疗系统很快将有机会利用一套个性化的 AI 助手来帮助临床医生、高管和员工更快地做出更好的明智决策。无论您是试图改善患者体验的医生，还是试图为未来三年制定组织战略的高管，这些个性化的助手都将针对不同角色，帮助他们更有效地管理自己的旅程。 AI 消除了瓶颈，节省了时间，这在医疗保健中至关重要，但它也做了更多。它为医疗系统配备了必要的工具，使其能够看到患者旅程的全部内容。这个激动人心的患者护理新时代提供了下一代解决方案，以实现患者、护理团队、医疗系统、社区和利润率的更好结果 - 这仅仅是个开始。

Healthcare experiences are human experiences, and the use of advanced technology has often come at the expense of human connections – until now. The mass adoption of artificial intelligence (AI) is underway, and – despite common skepticism around the technology’s use in healthcare – it promises an unprecedented level of transformation that will help us bring human understanding to the next level for patients.

Only about one in four individuals claim that they have a sense of how AI is used in healthcare, according to NRC Health’s latest national Market Insights study. There is promise in AI-driven care, from optimizing scheduling and streamlining operational processes to facilitating diagnoses, tailoring treatment plans and personalizing care. Our goal is to create a future where AI and humans work together seamlessly to deliver the best possible care.

Also Read: Understanding Artificial Intelligence’s Role in Accelerating Africa’s Healthcare Momentum

AI to Elevate Healthcare Experiences

Everyone seems to be asking “will AI take our jobs?”, so it is no wonder why even the mention of AI brings uncertainty. There is a risk with AI, but it is not here to replace human connection throughout the healthcare journey – it is here to enhance it.

When AI is integrated into organizational healthcare processes, such as scheduling, b****** and other administrative work, it can increase efficiency, reduce cost and improve patient experience. By automating mundane tasks and highlighting deeper insights, AI frees up healthcare professionals to focus on what matters most: connecting and building meaningful relationships with patients.

Beyond more time with patients, AI can provide real-time insights from patients and clinical teams that traditional surveys or feedback systems simply cannot. New, human-centric AI solutions may be built with a moral framework that ensures the technology closely aligns with societal values to deliver compassionate feedback, relevant coaching and the next best actions to frontline teams, leaders and clinicians.

There is a lot of “lost” unstructured data out there, especially in healthcare – with less than 1 percent of all information and interactions being captured for future use. However, next-gen AI tools can store the other 99 percent of information that often gets lost, allowing us to analyze and interact with it like never before.

Building Human-Centric AI Solutions

The fear of losing the sacred patient-provider relationship through technology is valid, but building personalized AI solutions allows patients to feel at ease and receive the tailored care they expect.

AI is only as good as the data that we put into it. New AI solutions can capture the unstructured data that often gets lost – such as comments, free text and video or audio clips at scale – and make narrative summaries or time-saving Q&As to deliver real-time empathetic feedback and valuable insights to healthcare professionals. This feature adds depth to human connections, without taking any time away from them.

Healthcare-focused AI tools should also acknowledge and address bias, inequity and misleading information, both in the way it is designed and how it is used. Data curation, factual guardrails and governance standards must be embedded into AI engines during model builds and then checked as large language model (LLM) responses are generated. This will help ensure accuracy and further garner trust from patients and care teams.

AI that is focused on how humans communicate increases the volume of insights and complements providers, rather than replacing them. However, it takes people to use AI responsibly and empathetically to achieve positive healthcare experiences and outcomes.

Also Read: Improving Franchise Operations With Purpose-built LLMs and AI Agents

Potential Pitfalls of AI in Healthcare

There remains confusion among patients, consumers and healthcare professionals about what AI is, the benefits and risks it carries and ethical concerns it will continue to raise as usage grows. Healthy skepticism around AI is certainly warranted, as we need to be most cautious when integrating technology into the healthcare experience. There are three primary concerns to be aware of:

Transparency: AI systems work by crunching vast amounts of data – often including medical records, protected health information, diagnostic images and more. This can present challenges for ensuring the deidentification and long-term secure storage of sensitive health information. As AI becomes more prevalent, building trust by explicitly communicating a commitment to ethical AI practices will become increasingly important.Bias: Another area of caution for the ethical use of AI is conscious and unconscious bias in data, algorithms, outputs and interpretations. To further garner trust and avoid bias, it is helpful to have the AI engine’s UX share source materials and requests for users to validate information.Chatbot Hallucinations: Generative AI tools, such as ChatGPT, are trained to predict strings of words based on massive datasets. They can lack reasoning and are not sensitive to factual inconsistencies or misleading statements. Outputs often emerge from the AI model’s inherent biases and lack of real-world understanding, which is particularly concerning for healthcare use cases.

Also Read: AiThority Interview with Dounia Senawi, Chief Commercial Officer, Deloitte Consulting LLP

The Future of Empathetic AI

While not without its risks, AI that is focused on human-centric data offers insights that allow health systems to illuminate and improve what matters most to patients, frontline teams and communities – ultimately elevating and improving human connection across the healthcare landscape.

The future of AI in healthcare is poised for continued growth and innovation, and you may be wondering “what’s next?” – health systems will soon have the opportunity to leverage a suite of personalized AI assistants to help clinicians, executives and staff make better, informed decisions much faster. Whether you are a physician trying to improve a patient’s experience or an executive trying to frame the organization’s strategy for the next three years, these personalized assistants will be tailored to help different personas manage their journeys more efficiently.

AI removes bottlenecks and frees up time, which is of the essence in healthcare, but it also does much more. It equips health systems with the tools needed to see the entirety of the patient journey. This exciting new era of patient care offers next-gen solutions to achieve better outcomes for patients, care teams, health systems, communities and bottom lines – and this is just the beginning.

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