The relationship between patient and healthcare provider creates trust in the healthcare system. With the arrival of AI in the medical landscape, this relationship changes and a duality arises.
The human relationship between patient and healthcare provider ensures well-being and trust in the healthcare system. With the advent of new technologies in the medical landscape, especially artificial intelligence, this relationship is gradually being transformed and a duality is emerging. On the one hand, the hope that the integration of AI will free up time for healthcare professionals and thus strengthen patient support, and on the other hand, the fear of dehumanization of care. With the launch of the ‘Digital Health’ system in 2021, an initiative that promotes the emergence of innovative digital healthcare solutions, and the increasing adoption of AI by healthcare providers (54% in 2024)(1), France aims to position itself as a global leader in the field of e-health. In this context, how can we ensure that AI serves the interests of professionals and patients, while maintaining the quality of the patient-caregiver relationship?
The integration of artificial intelligence in healthcare
AI offers many opportunities for medical teams and healthcare centers. Despite concerns about the potential dehumanization of healthcare, statistics show significant adoption of AI by healthcare professionals. Among the most common applications are facilitating access to medical information (46%), providing specialized training to health professionals (37%) and contributing to the prescription of appropriate treatments (28%). ²
Increasing integration into medical practices and hospital systems, through technologies such as chatbots and health tracking applications, allows patients to benefit from access to comprehensive medical information as well as advice in a faster manner. According to Salesforce, 86% of customers prefer to receive a response from a chatbot rather than fill out a form on a website, a preference that is also reflected in healthcare. Chatbots provide a personal and anonymous alternative to interacting with healthcare services.
Automate the management of administrative tasks to optimize patient care
Chatbots particularly excel in automating and simplifying administrative formalities, as well as access to medical information. Because they can handle multiple queries simultaneously, bots reduce wait times, improve the patient experience, and increase satisfaction rates. They are accessible 24/7 and provide an immediate and automated response to recurring requests, such as making appointments, opening hours, issuing medical documents or administrative procedures. It is also a way to refer patients to the right specialty, offer prevention and provide initial advice on various topics, such as quitting smoking, stress management or healthy eating.
These benefits are not just limited to patients, but also accrue to healthcare professionals. By significantly reducing the time spent on administrative tasks and freeing them from these repetitive responsibilities, chatbots allow healthcare providers to spend more time listening and supporting patients, strengthening the human relationship at the heart of care . In fact, 71% of them would like the help of AI to help them manage administrative tasks.³
However, adopting this technology is not without challenges and risks. Chatbots are not intended to diagnose and are not intended to replace healthcare professionals. On a technical level, healthcare chatbots must be rigorously designed to ensure the accuracy and reliability of the information provided. In addition, there are concerns about data security and patient data privacy, which require special attention to ensure transparency and user trust.
The need to ensure the protection of medical confidentiality
It is essential to ensure the protection of medical confidentiality and its ethical use so that AI benefits both professionals and patients. Currently, the deterioration of the relationship between healthcare provider and patient is one of the biggest concerns of doctors at 49%. Introduction to AI is necessary for effective use, while raising awareness of the associated ethical, legal and social issues. Furthermore, it is essential to ensure that these AIs are used responsibly, by establishing clear standards and regulations to protect patient privacy and ensure the transparency, reliability and confidentiality of the systems used. In this sense, the HDS (Health Data Host) certification was created to strengthen the protection of personal health data and build a climate of trust around e-health and patient monitoring.
Rather than fearing the dehumanization of medicine, we should consider AI as essential tools to address the major challenges facing healthcare. Medical chatbots are a concrete example of the positive impact of artificial intelligence in the medical field. By relieving professionals of time-consuming and repetitive tasks associated with administrative management, medical chatbots complement traditional services and enable healthcare providers to focus on their primary mission: providing personalized, quality care to every patient.
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