At a recent event on Pharmacy Futures 2024, Dr. Casey Olsen, a PharmD, presented a discussion on the impact of artificial intelligence (AI) on patient trust in healthcare providers. Dr. Olsen stressed the importance of striking a balance between the use of technology and maintaining the human element in clinical settings.
Addressing the audience at the American Society of Health-System Pharmacists (ASHP) Pharmacy Futures 2024 in Portland, Oregon, Dr. Olsen explored how the presence of a computer in the room can influence the way patients perceive their interaction with healthcare providers. Research studies have shown that the use of technology can lead patients to perceive their providers as exhibiting less compassion and professionalism.
Dr. Olsen proposed that technology could, in fact, be a solution to this issue. For example, he highlighted the potential of using technology, such as discreetly recording patient interactions, to enhance efficiency and alleviate the burden of summarising discussions with patients.
However, not everyone is entirely open to incorporating technology in this manner. Dr. Olsen shared that university students often express scepticism and concern when the topic is broached, with some students fearing a loss of control over their data and worrying about being recorded during interactions with healthcare providers.
The implementation of recording technology in examination rooms, which is not yet universal, adds another layer of complexity. Dr. Olsen raised questions about whether transparency about its use would encourage patients to voice their concerns, or if it might lead them to withhold important information during discussions with healthcare providers.
Furthermore, patients have diverse preferences when it comes to the use of AI tools in their care. Dr. Olsen highlighted that around 50% of individuals favour AI-guided care, while the other 50% prefer human-guided care. These findings underscore the need to carefully leverage technology to enhance the overall patient experience in the healthcare system.
Drawing parallels with other high-risk scenarios, such as NASA’s use of technology in space missions, Dr. Olsen emphasized the importance of establishing user trust. In the context of the pharmacy space, he referred to the concept of autoverification, where a pharmacist may or may not intervene in verifying medication orders. He stressed the need for transparency and trust in the systems to ensure the appropriate use of technology in healthcare settings.
Dr. Olsen also highlighted the role of transparency in empowering both patients and healthcare professionals. He underlined the need for a collaborative approach and further research to effectively integrate AI into pharmacy practice while upholding ethical standards.
In conclusion, the intersection of AI with patient-pharmacist interactions presents nuanced challenges. Dr. Olsen’s insights underscore the importance of thoughtfully balancing the use of technology with the fundamental elements of trust and transparency in healthcare delivery. This underscores the need for a cautious and ethical approach to integrating AI into pharmacy practice.
Reference
Olsen C. (Joseph A. Oddis Ethics Colloquium) Ethical Dimensions of AI in Pharmacy Practice, Part II: AI and The Patient Experience. American Society of Health-System Pharmacists Pharmacy Futures 2024; June 8-12; Portland, Oregon.